This documentation supports the 19.02 version of Service Request Management.

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

Approval state transitions

When an SRD moves from state to state, the default workflow queries the Approval Process Configuration form to find out which approval process to use, and executes it.

For example, when an SRD moves from the Draft state to the Service Request Definition - Level phase, the Approval Server checks the approval process.

The Approval Server starts the approval process, and executes the rules in the order of the approvers who are mapped to the approval phase.

The rules contain the qualifications that set up approvers for each phase of that process, and create the approval detail and signature records for the SRD. If no approvers are mapped to the process, the SRD moves to the next state. The following figure demonstrates this scenario.

If you enabled the Service Request Definition - Level process, you must set up the approvers using the Approver Mappings form (see Creating approver mappings). This rule queries the form, using the appropriate criteria, find the appropriate approvers, and add them to the SRD record as the approvers.

When the approver approves or rejects the SRD, the rules execute and set the next status defined in the Approval Process Configuration form. (See Approval states.) Based on the process type, the Approval Server continues until no approvers are found for the process.


You can configure additional processes for your company, as needed. For example, you could create a process that SRDs require approvals when they reach the Pending state. For more information, see Setting up approval processes for your company.

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