Business request processing
Processing of business requests involves a service requester, OBO users, 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 end users.
- 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 users' 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 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 to other users.
- Original approvers are users who are defined as approvers in a service request definition.
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 |
|---|---|---|---|
In progress | Requester | Active events | Active events |
| OBO users | Not applicable | Active events | |
Closed | Requester | Past events | Past events |
| OBO users | Not applicable | Past events |
For more information about requests on behalf of other users, see Requesting services on behalf of other end users.
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:
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 |
| 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 |
| 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 |
| 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 |
Important
Approval requests are available in Active events for requester and OBO 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.
Important
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.
Comments
Log in or register to comment.