This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the product version menu.

Configuring approval processes

BMC Helix ITSM is shipped with the recommended approval process configuration records that are predefined and loaded for you with the application. The approval process configuration records for managing change requests are tightly integrated with the Approval Server. The Approval Server is shipped with the Action Request System and should be installed on the same computer as BMC Helix ITSM. The Approval Server is automatically installed with the Action Request System and is used to create the needed approval signature records that the approver uses to either approve or reject the request. These records also act as audit records. For more information about the Approval Server, see  Setting up the approval process Open link .

After the approval signature records are created, you can configure the approval authentication; that is, an approver must enter a password before approving or rejecting an approval. For more information, see  Setting up authentication for change request approvers Open link .

To manage your change request approval process, you must understand at a high-level the different state transitions that a change request passes through. You must know how to map approval processes to approval phases, and how to define approvers for each phase.

Best practice

Because most implementations do not require the configuration of new approval processes as defined in the Approval Server, we recommend that you use the out-of-the-box approval process with the Approval Mappings form to determine the approvers.

Related topic

Configuring BMC Helix ITSM applications Open link

Configuring change management approval mappings

Configuring release management approval mappings

Creating individual and group approvers

Defining the status of change requests using the Status Flow tab

Overview of Change Management approvals

Roles and permissions in Change Management

Configuring approval chains Open link

Quick start to approvals in BMC Helix ITSM: 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 process flows and approvals

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.

Not applicable

Defining the status of change requests using 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.

Not applicable

6

Approve the change or release request.

Not applicable

7Review the status of the change or release request after it is approved.Not applicableNot applicable

For additional information, you can view the Change Management Application Support (June 2013) BMC Communities blog post.

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