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Calling a custom approval process

The Request Approval workflow in MyIT Service Broker gives workflows the capability to trigger an approval process in the Remedy Action Request System Approval Server. The default approval process used by the Request Approval workflow sends a request to the manager of the user identified by the Requested For User Id.

IT administrators can create new processes in the approval server that service catalog administrators can call from a MyIT Service Broker workflow.

  1. Log into the AR System as the admin user.
  2. Select Quick Links > Approval Administration Console to view the Approval Server configuration.

    The default approval process used by MyIT Service Broker is called SB Request Manager Approval, and is linked to the form named SB:ServiceRequestStub.

  3. In the Approval Server, create a new approval process and link it to the SB:ServiceRequestStub form. All approval processes that will be called from MyIT Service Broker must be linked to the SB:ServiceRequestStub form.


    This example uses a copy of the SB Request Manager Approval process named SB Request Self Approve. Instead of sending the approval request to the requested-for user's manager for a signature, the SB Request Self Approve process sends a request for approval to the requested-for user instead of the requested-for user's manager.

    One use of a self-approval workflow could be useful to ensure that requests on-behalf of another user are approved by the on-behalf-of user.

    You can replace this approval workflow with any other approval process that you configure.

  4. In MyIT Service Broker, build a workflow to request approval. Insert the name of the new process in the Approval Process Name field.


  5. Attach this workflow to a service.
  6. Request the service in MyIT.

    The following example shows the user's activity timeline after requesting the service, to show that the request called the custom approval process instead of the default.

Related topics

Workflow to request approval

Calling external workflows

Approval rule definitions and examples (BMC Remedy Action Request System 9.1 online documentation)

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  1. Sam Wood

    Step 3 assumes the person creating the approval knows a lot about the out of the box approval processes. I would recommend adding the steps to create/duplicate the Rules.

    Feb 21, 2017 06:01
    1. Tony Chung

      Hi Sam. That's a good point. I'll look into that for future updates. However, Approval Central is a completely separate application from MyIT Service Broker. You should be able to find additional information in the related topic about Approval rule definitions.

      Feb 22, 2017 11:32
  2. Tony Chung

    Hi again, Sam! Thanks so much for sharing this document in the BMC Communities. I hope others find it as helpful as I do.

    Mar 08, 2017 03:24