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This documentation supports the 19.08 version of Change Management.

To view an earlier version, select the version from the Product version menu.

Configuring approvals - Quick start

To get approvals up and running quickly with Remedy Change Management, the application administrator must perform the procedure described in this topic. You should review this material before you review the details of how the Remedy Approval Server (Approval Server) works with Remedy Change Management.

This section assumes you already know how to log on to the Remedy AR System server, open the IT Home page, create a change request, and so on. This procedure is also applicable for Release Management.

Important

BMC considers changes made to the out-of-the-box approval rules and processes in the approval server configuration to be a customization for ITSM applications. The out-of-the-box approval rules and processes are supported for the versions in which they are shipped. The BMC provided rules and processes are designed for both flexibility and performance, and we recommend that you do not customize these rules and processes. However, if you choose to customize the out-of-the-box rules and processes in the approval server configuration, we recommend that you make and use copies of them and not directly modify the out-of-the-box rules and processes.

Quick start to approvals in Remedy Change Management

Step

Action

Menu item

Reference topics

1

Review the custom change management process defined for Change Management, if any.

Custom Configuration > Change Management > Advanced Options > Process Flow Configuration

Configuring custom process flows

2

Review the approval process configuration records that are installed by default.

Custom Configuration > Foundation > Advanced Options > Approval Process Configuration

3

Review the states in the change request that drive the approval process.

Approval states on the Status Flow tab

4

Map approvers to the global approval process configuration records.

Custom Configuration > Change Management > Approval > Approval Mappings

5

Create a change or release request, and move it through its various approval phases.

Using BMC Change Management or Using Release Management

6

Approve the change or release request.

7

Review the status of the change or release request after it is approved.

To configure Remedy Change Management approvals

  1. Review the change management process flow. In the Application Administration Console, select Custom Configuration > BMC Change Management > Advanced Options > Process Flow Configuration.

    Custom Process Flow



  2. Review the approval process configuration records that are installed by default. In the Application Administration Console, select  Custom Configuration > Foundation > Advanced Options > Approval Process Configuration.

    Reviewing the approval process configuration records

    Important

    BMC does not recommend that you modify the Global company record in this form. However, you can create company specific records for the approval process flow.

  3. Click the Status Flow tab in the approval process configuration records to review the change states that drive the approval process.

    Reviewing the status flow of the approval process configuration record

    The Change Process Flow drop-down displays the configured change process flows. It displays the standard process and custom processes created. The contents in the Begin, Approved, Rejected, and No approvers fields are displayed based on the Change process selected. This is a mandatory field.

    Approval and change request states

    Approval state field

    Change request status

    Approval Server action to the change request

    Begin

    Request For Authorization

    When the Status of the change request is Request For Authorization, the approval process starts.

    Approved

    Request For Change

    If the change request is approved, its Status becomes Request For Change.

    Rejected

    Rejected

    If the change request is rejected, its Status changes to Rejected.

    No Approvers

    Request for Change

    If there are no approvers defined for the change (that is, if no approvers are mapped to this phase), its Status changes to Request For Change.

  4. Map your approvers to the approval process configuration records. In the Application Administration Console, select Custom Configuration > Change Management > Approval > Approval Mappings.

    Mapping approvers

    Important

    Enter only the minimum values (shown in the red areas in the figure) that are needed to create the approver mappings. To enter values in the Additional Mappings area, carefully read Approval mappings to understand the purposes of these fields and how they are used.

    1. Enter Mann in the Last Name field and then press Enter.
      Mary Mann is part of the Calbro Service sample data.
    2. Select Global > Review as the Phase Name.
    3. Ignore the remaining fields on the Approver Mappings form.
    4. Save your changes.
      If you correctly mapped the approvers to the approval process configuration record, you will see the approver in the Approvers tab when the change request reaches the Request For Authorization status, as shown in the figure in step 6.
  5. Create a change request, and then use the Process Flow Status wizard to work the change request through its approval phases.

    Viewing approval information in a change request

    1. Log on to Change Management.
    2. Create a change request and assign it to a specific support group in your company.
    3. Use the Process Flow Status bar to move the change request to the Request For Authorization status.
  6. As Mary Mann, log on to the Remedy AR System server as the approver in a browser or user tool, open Approval Central from the IT Home page, and then approve the change request.

    Approving the change request in Approval Central

  7. Return to the change request, and then refresh it.

    Flow of change request after approval

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