This documentation supports the 19.02 version of BMC Digital Workplace Advanced.

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

Processing business requests

Processing of business requests involves a service requester, OBO users, 

collaborators

 and approvers. 

  • Requesters are the business users who request services from the Catalog page of BMC Digital Workplace.
  • OBO users are users on behalf of whom a request can be submitted. 
    For more information about requests on behalf of other users, see Requesting services on behalf of other users.
  • Collaborators are users who can be added to a service request to collaborate on processing of the request.
    For more information about involving collaborators into service requests, see Collaborating on service requests.
  • Approvers are the business users who receive and resolve approval requests from the requesters. Approvers can be of the following types:
    • Original approvers are users who are defined as approvers in a service request definition.
      For more information about approving business requests, see Approving business requests.
    • Delegated approvers are users who were defined by the original approvers as alternate approvers.
      For more information about delegating approval requests, see Delegating business requests to alternate approvers.
    • Reassigned approvers are users who to whom an original approver has reassigned approvals. 
      For more information about reassigning business requests, see Reassigning approvals.

Business requests without approvals

The following table describes where end users can find their business requests that do not require approvals:

Status of request User Simple request Simple request for OBO users Simple request for OBO with collaborators

In progress


Requester Active events Active events Active events
OBO users Not applicable Active events Active events
Collaborators Not applicable Not applicable Active events

Closed


Requester Past events Past events Past events
OBO users Not applicable Past events Past events
Collaborators Not applicable Not applicable Past events

Business requests with approvals

The following diagram shows how service requesters can interact with service approvers when approvals are delegated, reassigned, or reassigned and delegated:    

Approval use cases

The following table describes where approval requests are available for users who process them:

Status of request User Approval request Approval request delegated to alternate approvers

Approval request reassigned to another approver

Approval request reassigned to another approver and then delegated to alternate approvers

Waiting for approval

  • Requester
  • OBO users
  • Collaborators
Active events Active events Active events Active events
Original approver Active events Active events Not available**
Not available**
Alternate approvers Not applicable Active events Not applicable Active events
Reassigned approver Not applicable Not applicable Active events Active events
Approved
  • Requester
  • OBO users
  • Collaborators
Active events* Active events* Active events* Active events*
Original approver Past events Past events Not available** Not available**
Alternate approvers Not applicable Past events Not applicable Past events
Reassinged approver Not applicable Not applicable Past events Past event

Closed or rejected

  • Requester
  • OBO users
  • Collaborators
Past events Past events Past events Past events
Original approver Past events Past events Not available** Not available**
Alternate approvers Not applicable Past events Not applicable Past events
Reassinged approver Not applicable Not applicable Past events Past events

Notes

*Approval requests are available in Active events for requester, OBO users, and collaborator users only if the workflow of the requested service contains other activities. If a workflow of the requested service contains only Approval activity, the approval request can be found in the Past events.

**An approval request reassigned to another approver becomes unavailable to the original approver, and cannot be found in active or passive events.

Note

An approval can be reassigned to another user, and then automatically delegated to an alternate approver.

An approval cannot be delegated to an alternate approver, and then reassigned to another user.

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