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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.

Setting up approval process configuration records for your company

You can configure approval processes for your company.

Even though this procedure is applicable for both, Change Management and Release Management, for Change Management, the process records for Impacted Areas (IAs) and Configuration Items (CI) are consolidated. To configure approval mappings for CI and/or IA, for each record on the Approval Process Configuration form, you must select the CI-IA process, such as Change Level CI-IA - Review.

Additionally, the Default Process Name field is no longer provided for Change Management on the configuration form. This value was used to define a default approval process that would be used to identify approvers if no approvers were identified for an approval process. This option is no longer required because the different levels of change approval processes are now consolidated into a single level. For example, Change Level-CI - Review and Change Level- IA - Review have been consolidated into Change Level CI-IA - Review.

  1. From the Application Administration Console, click the Custom Configuration tab to set up approval process configuration records for your company
  2. Select Foundation > Advanced Options > Approval Process Configuration, and then click Open.
    The Approval Process Configuration form appears in New mode.

    Approval Process Configuration form — Change form

  3. Enter information in the following fields:

    Field Name

    Action and description

    Form Name

    Select a form name.

    This is the form from where requests are generated. This form is also used to identify which form from the approval process the configuration applies to. For Remedy IT Service Management, you can use the CHG:Infrastructure Change and RMS:Release forms to set up approvals for change and release requests. The different forms displayed in the list depend on which Remedy IT Service Management applications are installed on your system.


    Select the company (designated as the Change Manager support company on the Assignment tab in the change request) that will be using this approval configuration record.

    The Company field lets you control access within Change Management. You can create a process flow for Calbro Services and a completely different flow for XYZ Company. If you select Global, the approval process applies to all companies.

    Remedy ITSM supports multitenancy, that is, you can configure different approval configuration records for different companies.


    Select a status for the approval configuration record (approval mapping record). Set the status to Enabled to execute the approval configuration record.

    Select the appropriate status:


    Offline (Select this option, if you want to temporarily disable the record.)



    Delete (Select this option, if you do not want the record to be available in Remedy IT Service Management).


    Enter a description of this approval configuration record.

    Phase Name

    Enter the value in this field to Indicate at which phase of the request this approval configuration record should be executed. The phase name identifies the mapping of approval process to the company and is associated with the company for which this approval is being defined. Out-of-the-box, there are five entries, one for each of the four process stages and one for no impact changes.

    For more information, see Configuring additional No Impact processes (optional).

    Important: You can have multiple records for the same phase, as long as the Phase Name combined with the Form Name, Company, Process Name, Sort Order, and Status is unique.

    Process Name

    Select the process that should be used for this approval configuration record from the list of processes that you have configured. Selecting a process automatically fills the Process Type field.

    This field represents the approval process as defined in the Approval Server. The approval processes, referenced in the Process Name field, are preconfigured out-of-the-box within the Approval Server. For information about how these approval processes map to the approval phases, see Default global approval processes for BMC Change Management.

    Best practice: When creating custom approval process configuration entries, we recommend that you associate your custom phase to one of the out-of-the-box Approval Server approval processes.

    For more information, see:

    Process Type

    When you select the process name, a pre-configured corresponding process type is automatically displayed. For more information, see Approval process types.

    Impacts Approval Status

    Select Yes or No to indicate whether this approval configuration record impacts the following:

    • The Approval Status area in the change or release request.
    • The approval status displayed when you select a change record on the Change Management console or a release record on the Release Management console.

    This is a legacy setting used in the Remedy IT Service Management Classic view and specifies whether this approval mapping affects the overall approval status field on the change request and on the Change Management console. This setting is not used in the Remedy IT Service Management Change Best Practice view or in Smart IT.

    Default Process Name

    (Only applicable for Release Management) Select a fallback process from the menu list.

    This setting is optional and is limited to out of the box processes. You should not set it, unless you specifically need it.

    This field only applies if the Process Name field has a Release Level CI type of approval process selected, and no CIs are related to the release request. This feature provides a fallback mechanism to the basic approval process to look for criteria to establish approvers.

    If no CIs are related to the release request, the fallback approval process is used to establish approvers. 

    For example, if you select Release Level CI - Review in the Process Name field, and Release Level - Review in the Default Process Name field, when a release reaches the Review phase and has no related CIs, it uses the Release Level - Review process instead of the Release Level CI - Review process.

    By contrast, if you cleared the Default Process Name, when a release reaches the Review phase and there are no related Configuration Item records, the release would not have any fallback processes to use. The release would then move ahead to the No Approvers status, as configured for the Approval phase.

    Auto Approve?

    If you select Yes, no approvers can be mapped to this process on the Approval Mapping form. It defines an auto approval for this phase. By default, this field is empty. If an approver is mapped to the selected phase, you cannot save the value to Yes.

    This option is only available for the Change Ad Hoc and Change Management Chain processes (selected within the Process Name selection menu).

    For an example of how you can use this flag, see Bypassing the approval process for emergency changes.

    In earlier releases, this field was labeled System Approval Flag.

    Max Approval Levels

    This field is displayed when you select the Change Management or Release Management Chain process. You can specify how deep you want to go in the management chain. For example, if you enter 1, the chain extends only to Joe's manager. If you enter 2, the manager of Joe's manager must approve the upgrade, and so on.

    However, if you specify 3 but only 2 levels of approvers are available, the approval transition is done after the second level of approval is completed.

    Sort Order

    Change Management uses this field to determine which approval process definition record to select when there are more than one records that have been configured with the same Form Name, Company, and Begin status field values. The system does a best match search to find the appropriate record. However, depending on your database, null values may be sorted differently. For example, two of the configuration records start with the same criteria, but the Change Timing/Class values are different (one is set to Emergency and the other is set to Null). In an Oracle database, if you want to ensure that the record with the Emergency Change Timing/Class value is found, you would set the Sort Order to a lower value (for example 10) and the other record with the Null Change Timing/Class value to a higher value (for example 100).

    The Sort Order field has a ascending order set for it. As a result, you can set a lower value for the sort order to guarantee that a specific record is found first.

    Important: When you upgrade from an existing Remedy IT Service Management to the current version, the sort order field for existing approval processes are updated. If any qualifications were defined, the sort order is set to 10, otherwise it is set to 100.

    For example, two of the configuration records start with the same criteria, but the Change Timing/Class values are different.

    Depending on your database, for example, on Oracle, to guarantee that the Business Approval - No Impact is found before the Business Approval, use the following values for the Sort Order:

    • Set the Sort Order of the Business Approval - No Impact record to 10.
    • Set the Sort Order of the Business Approval record to 20.
  4. Click the Status Flow tab to set up the approval cycle for the specific change or release request.
    You can use this tab to customize an alternative process flow. For Remedy IT Service Management applications, the states displayed in the Status menu depend on the Form Name selected. If you are configuring the approval cycle for a change request, then the states that appear in the Status menu lists are derived from the Status field of the change request.

    For Change Management, an additional Change Process Flow list is displayed because users can define custom process flows. This list displays the standard process and custom processes created for Change Management. The contents in the status fields - Begin, Approved, Rejected, and No approvers fields for Change Management are displayed based on the Change process selected. This is a mandatory field.


    A change moves to the Implementation in Progress status from the Scheduled status when a task user moves the first task to the Work in Progress status. Since this transition is based on task status, the following restrictions have been included for Approval Process Configuration:

    • Begin status field cannot be set to Scheduled or Implementation in Progress.
    • Approved status field cannot be set to Implementation in Progress.

    For example, change requests start in the Draft status. The Begin field of the Status menu lists indicates the default state that starts the approval process; for change requests, this is Request for Authorization. When the change request is submitted and moved to the next stage, the Status changes to Request For Authorization in the Begin field and the approval process starts.

    • If the change request is approved, its Status changes to Request For Change in the Approved column of the Status menu lists.
    • If the change request is rejected, its Status changes to Rejected in the Rejected column of the Status menu lists.
    • If there are no approvers defined for the change, its Status changes to Request For Change in the No Approvers column of the Status menu lists.
  5. To create a status flow, follow these steps:
    For more details on these approval process states, see Approval states on the Status Flow tab.

    1. Define a status and a status reason (optional) for the Begin state.
      This field specifies which status starts the approval process.
    2. Define a status and a status reason (optional) for the Approved state.
      If the change request is approved, the Approval Server changes the status and status reason values on the relevant form to the values you configure here.
    3. Define a status and a status reason (optional) for the Rejected state.
      If the change request is rejected, the Approval Server changes the status and status reason values on the relevant form to the values you configure here.
    4. Define a status and a status reason (optional) for the No Approvers state.
      If the Approval Server does not find any approvers, the Approval Server changes the status and status reason values on the relevant form to the values you configure here
  6. Click the Additional Qualifications tab.

    Approval Process Configuration form — Additional Qualifications tab

  7. To create additional qualifications in the approval process, select additional fields from the change request (or release request) to qualify the approval process for a particular approval phase. For example, the default Business Approval - No Impact process is triggered by the No Impact setting in the Change Timing/Class field on the change request, as shown in the figure above.
    You can include other fields to qualify which approval process to use for a particular request. For Change Management, you can select any combination of change type, change timing, and timing. For Release Management, you can select any combination of release type, deployment type, and business justification, as shown in the following figure.

    Additional Qualifications tab — Release Management

  8. Click Save.
    If this is the first process configuration record you created for the company, you are prompted that the system created additional process configuration records for all your approval phases (if you created additional approval definition phases). These new configuration record are based on the global settings. You can modify these new records as needed.
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