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.
- Log into the AR System as the admin user.
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.
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.
In MyIT Service Broker, build a workflow to request approval. Insert the name of the new process in the Approval Process Name field.
- Attach this workflow to a service.
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.
Approval rule definitions and examples (BMC Remedy Action Request System 9.1 online documentation)