This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Service request approvals

The end-to-end process that starts when a service request is sent for approval and ends with an approval outcome is called an approval. Approvals are an integral part of resolving service requests. 

Approvers are end users who can approve, reject, or put approval requests on hold. There can be a single approver or multiple approvers. 

Integrated applications, such as BMC Helix Business Workflows and BMC Helix ITSM are supported for setting up approvals. 


Approval roles

The following roles are involved in the approval process:

RoleTaskDescriptionReference
BMC Helix Digital Workplace Catalog administratorSet up the approval configuration

Configure the following approval settings:

  • Create the approval workflow for service requests
    You can leverage the default approval process for manager approval or create a custom approval process.  
  • Enable users to delegate, reassign, or put on hold approvals.
  • Configure how approval results are displayed for end users.
  • Configure approval notifications.
Setting up approvals

End user


Submit a service requestSubmit a service request for self, on behalf of another user, or as a collaborator that requires a single approval or a group approval.
ApproverWork on the service request approvalAccept, reject, put on hold, delegate, or reassign the approval.

Delegating, reassigning, and responding to approval requests


Approver types

Approvers can be of the following types:

  • Original approver—User defined as the approver in the service request definition.
  • Delegated approver—User defined by the original approver as an alternate approver.
  • Reassigned approver—User to whom the original approver reassigns an approval. 

The following table shows the approval actions that can be performed by the types of approvers:

Approval actionsOriginal approver

Delegated approver

(Alternate approver)

Reassigned approver
Approve(tick)(tick)(tick)
Reject(tick)(tick)(tick)
Put on hold(tick)(tick)(tick)
Delegate to another approver(tick)(error)(tick)
Reassign to another approver(tick)(error)(error)

Important

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


Original, delegated, and reassigned approval scenarios

Britney is an employee at Apex Global. The following scenarios describe how her request gets approved by an alternate approver, a reassigned approver, and a reassigned and designated approver. 




UI where approval requests are displayed for requesters and approvers

The following table shows where the requester and approver can see the approval requests on the UI: 

UserStatus of requestApproval requestDelegated approval requests

Reassigned approval requests 

Reassigned and then delegated approval requests
  • Requester
  • On behalf of users
  • Collaborators

Waiting for approval

Active eventsActive eventsActive eventsActive events

Original approver

Active eventsActive eventsNot availableNot available

Alternate approvers

Not applicableActive eventsNot applicableActive events

Reassigned approver

Not applicableNot applicableActive eventsActive events
  • Requester
  • OBO users
  • Collaborators
ApprovedActive eventsActive eventsActive eventsActive events
Original approverPast eventsPast eventsNot availableNot available
Alternate approversNot applicablePast eventsNot applicablePast events
Reassigned approverNot applicableNot applicablePast eventsPast event
  • Requester
  • OBO users
  • Collaborators

Closed or rejected

Past eventsPast eventsPast eventsPast events
Original approverPast eventsPast eventsNot availableNot available
Alternate approversNot applicablePast eventsNot applicablePast events
Reassigned approverNot applicableNot applicablePast eventsPast events

Important

An approval request is available in Active events for the requester, OBO users, and collaborators only if the workflow of the requested service contains other activities. 

If a workflow of the requested service contains only the Approval activity, the approval request can be found in the Past events.

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