This documentation supports the 20.02 version of Remedy Change Management.

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

Approval mappings

You can create approval mappings that will be used to select approvers for all the Remedy IT Service Management applications that leverage approvals using the Approval Mappings form. 

The Approval Mappings form indicates the individuals and group approvers for each approval phase based on the approval process defined in the Approval Process Configuration form. Approval processes can be defined for a configuration item (CI) and impacted area (IA). If an approver is not defined, an approval is not required for that phase.

The form has two sections. The top section is used to select the application that you want to configure approval mappings for, the process and phases you want the mapping to be associated with, and who the approvers will be. The lower section is used to define the mapping data. The application matches the corresponding data from the change request to the mapping data in this form to find the best match. The best matched records are used to determine the approvers.When a change request moves from one status to another, the default workflow on the change request queries the Approval Process Configuration form to find out which approval process to use, and then executes it. For example, when a change request moves to the Review phase, the Approval Server checks the Review phase (Change Level CI-IA - Review) approval process, one of the approval processes enabled by default to work with Change Management.

You can use the following approval processes to configure approval mappings based on configuration item (CI), impacted areas (IA), and other available change attributes (for example, Impact, Priority):

  • Change Level CI-IA - Review
  • Change Level CI-IA - Business
  • Change Level CI-IA - Implementation
  • Change Level CI-IA - Close Down

These approval processes are applied when you move a change request to the Review, Business, Implementation, or Close Down phase. The approvers are selected based on an exact match to the configured approval mappings. A blank field implies any match.

The Change Management application does not ship the approval mapping data, as this data is specific to your implementation and use cases. The approval mapping data is used by the application to determine the approvers for a change request for a given change approval phase or stage. The application performs a best match algorithm to determine the approvers. If the mapping data is more detailed, the use case for selecting the approvers is also more specific.


A blank or null value in a field in the Additional Mapping section matches any value for the corresponding field for the change request.

Since the separate CI and IA approval processes are consolidated, if you had configured an IA approval process (for example, IA-Review) and included a CI in the approval mapping configuration for that process, the CI qualification was not applied during approval. Both, the IA and CI qualifications are considered for approvals after an upgrade.

The Default Process Name field is now removed for Change Management. The approval process selected in this field was applied when the change did not have a CI or IA defined. All approvers, even if they were approvers specific to IA or CI, received an approval notification if other Change attributes qualified. Now, after an upgrade, the default process is no longer valid. Notifications are sent only to the approvers who qualify according to the defined configurations (CI, IA or other change attributes).

Was this page helpful? Yes No Submitting... Thank you