This documentation supports the 20.02 version of Remedy Change Management.

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

Creating group mappings (for BMC Change Management)

You can configure group approver mappings to work with Change Management. 

In this example, Mary Mann is a member of the Service Desk support group, and she has the Infrastructure Change Approver functional role. If a change request requires group approval, anyone in the Service Desk support group must approve the request before it can move to the next stage.


  • If you have configured a Group mapping and during approval no valid approvers are found in the selected Group, the approval process fails. The status of the change is set to Pending with the status reason Approval Error.
  • If the Support Group selected does not include any users with the Infrastructure Change Approver functional role, the Assignment Availability is automatically set to No and all approvals mapped to the phase are skipped or auto approved, based on the approval configuration.

When an approver list includes functional roles (for example, the Infrastructure Change Approval functional role), specific settings in the AP:Role form in the Approval Server determine whether the role is expanded into individual signature-line records for each member of the role, or a single signature-line record is created for the entire role. In the Approval Server integration with BMC Change Management, the Infrastructure Change Approval functional role maps to the CAB-Member role name in the AP:Role form. The CAB-Member role has the same capabilities as the Infrastructure Change Approver functional role. To access the AP:Role form from the AP:Administration Console, from the IT home page select the AP:Administration Console form, click the Role tab, select a role, and then click View

In the CAB-Member role, group approvals by default require that only one member of the support group must sign the approval to move the request to the next stage. For more information about how the All Must Sign and If Multiple Approver settings are used in the Approval Server, especially if you require all members of a group to approve the request, see Creating a Get Next Approver rule Open link in the Remedy Action Request System server documentation. For more information about the AP:Role records and the SGP unique support group identifier, see Troubleshooting issues with group mappings

Best practice

The AP:Role form inherits the functional role records from the People form and you can modify the users in the AP:Role form records. But, we recommend not to modify the users because these changes will not be synchronized with the Support Group Functional Roles table in the People form.

To create group mappings

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Change Management > Approval > Approval Mappings, and then click Open.
  3. In the Approval For field, select Group.
  4. When you select a Support Company, Support Organization, and Support Group, select a support group that includes people with the Infrastructure Change Approver functional role.
    For this example, the Service Desk support group includes Mary Mann.
  5. In the Approval Indicator field, select which form this approver mapping will affect, for example, Change.
  6. In the Phase Name field, select which approval phase needs mapping in the application, for example, Review.


    When you select a phase name, the Phase Company field is automatically populated.

  7. Do not create any other mappings for now.
    For example, let the Level field setting remain as zero for now.
  8. Save the approver mapping.

    If you disabled the individual approver mappings and you did not modify the default approval configuration settings, whenever a change request is moved to the Review phase, the change request cannot be moved from the Request For Authorization status until this support group approves the request.
  9. To test the relationship between change requests and the Approval Server, continue with the following steps.
    To simplify the example, open two instances of the web client, and then log on to your development server with your sample users.
    1. As Ian Plyment, create a change request.
    2. Use the Process Flow Status wizard to move the change request from the Draft status to the next stage.
      If Ian Plyment tries to approve his own request, he is prompted that he currently does not have access permissions to approvals.
    3. View the information in the Approvers table in the change request.
      If you have correctly created your approver mappings, the names of the individuals (Mary Mann) from the Service Desk support group that you mapped in step 1 to step 8 appears in the list of approvers.
    4. Log on to your server as Mary Mann, open the Approval Console, and then approve the change request.
    5. Go back to the window where Ian Plyment is logged in, and then refresh the change request.
      The Approvers table is now empty and the change request has moved to Planning In Progress status.


      If you want to create a multiple-level group approver mapping, create another group approver mapping for another support group and set the Level setting to one (1). In this case, both support groups must approve the change request before it can move to the next stage. After the first support group approves the change (level 0), the second level of approvers (level 1) must approve the request before it can be moved to the next stage.

    6. To continue testing how approvals work and to prevent confusion with group mappings, set your group mappings to Offline status.
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