This documentation supports the 18.05 version of Knowledge Management.

To view the latest version, select the version from the Product version menu.

Configuring approval mappings

Approvers are people with the authority to approve or reject a request. These users are usually members of a Support Group, and are assigned the Knowledge Management Approver role. The approval process automatically routes approval requests to the people you define based on their level in the process.

To create approver mappings

  1. From the IT Home page, choose Application Admin Console > Custom Configuration tab > Knowledge Management > Knowledge Management Approvals Configuration > Approval Mappings.
  2. Enter the required information in the following fields:

    For individuals the value displayed based on the Profile status on the People form. If the value on the People form is Enabled, this value is set to Yes to specify that the individual is available for the approval.
    For Support Group mapping, this value is set to Yes if the support group has at least one valid user with an Approval role.
    This field is auto-populated and synchronized automatically.

    Field

    Action

    Approval For

    Select the type of approver.

    • Individual — If you select this option, enter the individual's last name and press ENTER. The Approver ID (or login name) is automatically filled.
    • Group — If you select this option, the First Name, Last Name, and Approver ID fields are replaced by Support Company, Support Organization, and Support Group Name.
      Select values for each field. The items that appear in the Support Organization list depend on the option you select for Support Company. The items that appear in the Support Group list depend on the option you select for Support Organization.

      Note

      If you select the Group option, all people who belong to the support group and have the Knowledge Management Approver functional role are set up as approvers. By default, only one approver in the group must sign off on the approval before it can move to the next level.

    • Inherent Group/Role — This option has not been implemented in this version of BMC Knowledge Management.

    First Name

    (Approval For Individual) If you select Approval For Individual, this field appears.

    Note

    As you begin typing the first name of the approver, the field automatically fills in with possible selections. Press ENTER when you are able to identify the required person.

    Last Name

    (Approval For Individual) Use auto-fill to enter the approver's last name.

    Approver ID

    (Approval For Individual) The Login ID of the approver. this field is automatically filled when you select the approver by first or last name.

    Assignment Availability

    For individuals the value displayed based on the Profile status on the People form. If the value on the People form is Enabled, this value is set to Yes to specify that the individual is available for the approval.

    For Support Group mapping, this value is set to Yes if the support group has at least one valid user with an Approval role.

    This field is populated and synchronized automatically.

    Status

    For the approver mapping to be available, select a status of Enabled.

    Approval Indicator

    Select Knowledge Management . When you select this option, the RKM Criteria section appear under Additional Mappings. This enables you to map specific approvers to specific articles based on operational categorization and product categorization filters.

    Phase Company

    Phase company for this approver mapping. Automatically filled when you select a Phase Name.

    Phase Name

    Select RKM Approval.

    Note

    You can configure all phases for knowledge request life cycle however, you can set only one phase at a time.

    Level

    Specify the level of approval for the individual or group.

    Description

    (optional ) Enter a description for this approver mapping.

    Additional Mappings

    (optional ) Enter additional mappings that are based on product and operational categorization. Product and operational categorization are used to categorize different products or configuration items and operations. Available values depend on the company and the value selected for the previous tier.

  3. Click Save.

Related topic

Creating support staff members

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