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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.

Example of approval mappings for an emergency process flow

This example creates new approval mapping records for an emergency process flow. In this example, we will create two approval mappings for the Implementation Approval phase and three for the Close Down approval phase. Overall, we will go through five out-of-the-box Approval For selections that are available in the Approval Mapping form.

The following are the five approval mapping use cases that we will create:

Use CaseDescription
Use Case 1For the first Implementation Approval phase, the head of the IT operations is the first to approve. This approver will be a named individual.
Use Case 2For the second Implementation Approval phase, the affected service owner is the second to approver.
Use Case 3For the first Close Down Approval phase, the change coordinator of the change request will be the first to approve.
Use Case 4For the second Close Down Approval phase, the members of support group that support the CI that was associated to the change request are the second to approve. The system only selects members of the support group that have the functional role of an Infrastructure Change Approver to be an approver.
Use Case 5For the third Close Down Approval phase, the Change Advisory Board group (this will be a named group) is the last to approve. The system only selects members of the support group that have the functional role of an Infrastructure Change Approver to be approvers.

To create approval mappings for use case 1

  1. Open the Approval Mapping form and select New Request.



  2. Set the value for the Approval For field as Individual.
    In this use case, we want the system to select a named individual, specifically, the head of the IT operations. For example, if there are two heads of IT operations, Bob Baxter for the North American Support Center and Ian Plyment for the European Support Center. Since we have two individuals, we will need to create two approval mapping records, one for each individual and their respective site. From the change request perspective, these sites correspond to either the Change Location or one of the Impacted Areas on the change request. To achieve this, enter the following values in the Approval Mapping form:
    1. Select the value for the Approval For field as Individual.
    2. Using the Last Name field, search for Bob Baxter by typing Baxter into the field and then Enter. The following values are returned:
      First Name = Bob
      Last Name = Baxter
      Approver ID = Bob (Bob’s Login ID)

      Important

      A “+” sign at the end of any label field in the Remedy IT Service Management applications denotes that a return function exists for the field.

    3. Set the value of the Status field to Enabled.
    4. Set the value of the Approval Indicator field to Change.
    5. Using the Phase Name field, select Implementation Approval for the Emergency Process that you created under the Calbro Services company.



      The value in the Phase Company field is set automatically to Calbro Services.
    6. Set the value of the Level field to 0 or any other low number that will represent the first approval for this approval phase.
    7. Enter the following values in the Additional Mappings > Impacted Areas section:
      • Company (IA) = Calbro Services
      • Region (IA) = Americas
      • Site Group (IA) = United States
      • Site = Boston Support Center
    1. Leave the other mapping areas blank, so that those areas map to all values on the change request.

      Important

      Since this example is specific to emergency changes, the Change Class field under the Advanced Criteria tab, is automatically filled with the value as Emergency.


    2. Click Save.

  3. Create another record for Ian Plyment. For this, follow the same steps as above, except for first and last name and a Change Location Impacted Area.



    Best practice

    If the Change Location is not one of the two sites previously configured, then, we recommend to create a catch all approval mapping for this use case. For example, a catch all approval mapping is where, the Additional Mapping section fields are all left blank. So, if the Change Location and the Impacted Areas on the change request do not match any one of the two sites, the catch all approval mapping is selected.

To create approval mappings for use case 2

In this use case, we want the system to select the Service Owner for the Affected Service CI selected on the change request. Since, there can be many Service CIs, create one approval mapping for each named service that is required to be included in the emergency change process. In this example, create one approval mapping for a given Service CI (Email service).

  1. Open the Approval Mapping form and select New Request.
  2. Set the value for the Approval For field to Individual Based on a CI Role.
  3. Set the value of the Role field to Owned by.
    For this use case, select the Service Owner.
  4. Set the value of the Status field to Enabled.
  5. Set the value of the Approval Indicator field to Change.
  6. Using the Phase Name field, select Implementation Approval for the Emergency Process that you created under the Calbro Services company.


    The value in the Phase Company field is set automatically to Calbro Services.

  7. Set the value of the Level field to 10 or any number greater than the first approval mapping that you created for this approval phase, as this mapping should be selected after the first mapping is processed (that is, the approvals from use case 1).
  8. Enter the following values under the Additional Mappings section:
    1. Set the value of the Select On field to CI Name.
    2. Set the value of the CI Name field to the service that you want this mapping to apply to.
      The CI Name field has a search function associated with it as denoted by the “+” symbol after the label. Enter the Service name search and select the specific Service CI. In this example, enter the value as Email. If more than one CI matches, a list is displayed with additional information for you to select the appropriate CI.



To create approval mappings for use case 3

In this use case, we want the system to automatically select the change coordinator that is named on the change request as the approver. Enter the following values in the Approval Mapping form:

  1. Set the value of the Approval For field to Inherent Group/Role.
  2. Set the value of the Inherent Group field to Change Assigned Group.

    Important

    Within the Approval Mapping form, the Change Coordinator Group is referred to as the Change Assigned Group. This is a legacy term, which is not updated here.

  3. Set the value of the Functional Role field to Infrastructure Change Coordinator.
  4. Set the value of the Status field to Enabled.
  5. Set the value of the Approval Indicator field to Change.
  6. Using the Phase Name field, select Close Down Approval for the Emergency Process that you created under the Calbro Services company.



    The value in the Phase Company field is set automatically to Calbro Services.
  7. Set the value of the Level field to 10 or any number that you want to represent as the first approval for this phase.
  8. For this use case, leave the Additional Mappings section blank.

To create approval mappings for use case 4

  1. For use case 4, we want the system to automatically select members of the support group to be the approvers that support the CI, which is associated to the change request. The system only selects members of the support group that have the functional role of an Infrastructure Change Approver to be an approver. For this use case, you can either create one generic approval mapping or you can create approval mappings for each CI Type or named CI depending on the business requirements. In this example, create one generic approval mapping. Enter the following values in the Approval Mapping form:
    1. Set the value of the Approval For field to Group Based on a CI Role.
    2. Set the value of the Role field to Supported by.
    3. Set the value of the Status field to Enabled.
    4. Set the value of the Approval Indicator field to Change.
    5. Using the Phase Name field, select Close Down Approval for the Emergency Process that you created under the Calbro Services company.


      The value in the Phase Company field is set automatically to Calbro Services.
    6. Set the value of the Level field to 20 or any number greater than the first approval mapping that you created for this approval phase, as this mapping should be selected after the first mapping is processed.
    7. For this use case, leave the Additional Mappings section blank.

      Important

      For multiple mappings, for example, based on CI Type or CI Name, enter the details under Additional Mappings accordingly and create as many mappings records as required. 


To create approval mappings for use case 5

For this use case, we want the system to automatically select members of the Change Advisory Board group to be approvers. The system only selects members of the support group that have the functional role of Infrastructure Change Approver to be an approver. Since this is a named group, use the menus provided for the support fields to select the group. Enter the following values in the Approval Mapping form:

  1. Set the value of the Approval For field to Group.
  2. Set the value of the Support Company field to Calbro Services.
  3. Set the value of the Support Organization field to IT Support.
  4. Set the value of the Support Group Name field to Change Advisory Board.
  5. Set the value of the Status field to Enabled.
  6. Set the value of the Approval Indicator field to Change.
  7. Using the Phase Name field, select Close Down Approval for the Emergency Process that you created under the Calbro Services company.


    The value in the Phase Company field is set automatically to Calbro Services.
  8. Set the value of the Level field to 30 or any number greater than the second approval mapping that you created for this approval phase, as this mapping should be selected after the second mapping is processed.

  9. For this use case, leave the Additional Mappings section blank.

For additional information about attributes and fields that are used in the above example, see Configuring approvals.

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