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The following topics help you understand the default process flow that is applied to a change record in BMC Change Automation.

Standard Process-Automation System process flow

If you are using BMC Change Automation solution, the change record based on the request from the automation system uses the Standard Process-Automation System process flow. This process flow is available out of the box and has a change approval process associated with it. This default change approval process is configured with the default phase name Implementation Approval and a default approval status for outbound communication "Scheduled for Approval". This indicates that when the change record goes to Scheduled for Approval stage in its lifecycle and when the request is approved, such request is considered as approved request.

For more information about the phases and the approval process, see  Default approval processes in Remedy Change Management  in the BMC Remedy Change Management 9.1 online documentation.

In the Standard Process-Automation System process flow, the state of the change record transitions directly from Draft to Planning in Progress stage. This means that your change record is sent for approval to the change manager and the change does not move to closure without their intervention. This new process flow ensures that external automation systems do not bypass the change process as it requires intervention of a change coordinator or change manager to move the request forward.

Precedence for applying a process flow to a change record

The following order of precedence is followed when applying a process flow to a change record:

  1. If a change template is configured and a process flow is associated with the change template, the process flow configured in the template is applied to the change record. See  Associating a process flow in the BMC Remedy Change Management 9.1 online documentation.
  2. If no change template is configured but a change rule is configured to use a process flow, the process flow configured in the change rule is applied to the change record. See Configuring change rules for requests from automation system.
  3. If no process flow is configured, the default Standard Process-Automation System process flow is applied to the change record.

Defining a custom process flow and approval process for BMC Change Automation

If the Standard Process-Automation System process flow and the default approval process does not meet your business requirements, you can define a custom process flow and an approval process to suit your business needs.

To define the approval process

StageDescription
1

Configure a custom process flow.

See Configuring a process flow  in the BMC Remedy Change Management 9.1 online documentation.

2

Configure an approval process.

See Configuring approvals in the BMC Remedy Change Management 9.1 online documentation.

3

Configure a Change template.

See Configuring change templates in the BMC Remedy IT Service Management Suite 9.1 online documentation.

4

Configure template selection rules.

See Managing change template selection rules.