This documentation supports the 18.08 version of Service Request Management.

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

Approval states

To configure the flow of approvals, you must define what approval is required for each state in the flow. The states of SRDs use the settings defined in Status and Status Reason fields on the Approval Process Configuration form, which is accessed from the Application Administration Console. (See Setting up approval processes for your company.)

When the Status and Status Reason fields for the SRD record matches the value specified in the Begin column, the approval process is started. Whenever the Status or Status Reason changes, the workflow searches the Approval Process Configuration form to see if there are any approval mappings for the new Status and Status Reason combination. If a mapping is found, the process name is returned to the SRD, and the application command is issued to the Approval Server to start the approval process.

When the approval process starts, the Status and Status Reason fields cannot be modified. This prevents further changes to the SRD until the approver submit a decision (approved or rejected).

Approval configuration records are mapped for SRDs by navigational categories, price information, and so on.

Approval states are as follows:

  • Begin — This state is an indicator to the Approval Server for starting the approval process. For example, if you set up Pending as the Status and Approval as the Status Reason for an SRD, the approval process does not start until the SRD's Status and Status Reason fields match these values. The approval process, for example, does not start when the SRD is in a Status of Draft.
  • Approved— Based on the rules set up in the Approval Server, if one or all approvers have approved the SRD, the Approval Server changes the Status and Status Reason fields values on the SRD record to match the values you configure. At that time, the locked Status and Status Reason fields on those records are unlocked and the requests go through the remainder of their life cycle.


    The Approved state is based on rules set up in the Approval Server (in the Rule Definition form ). To access the Rule Definition form, select AP:Administration from the IT Home page. From the Rule tab on the Approval Server Administration form, select a rule, and click View. For more information about rules in the Approval Server, see BMC Remedy Approval Server .

  • Rejected — Defines the values of the Status and Status Reasons fields for SRDs if a record is rejected. For example, you might want to set the Status back to Pending and the Status Reason to More Information if the SRD is rejected.
  • No Approvers — If the Approval Server does not find any of the mapped approvers, the Status and Status Reason field values on the two forms are changed to the values specified.
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