Approval state transitions

When a Service Request Definition (SRD) changes states, the default workflow follows the approval process specified in the Approval Process Configuration form. For example, when an SRD moves from the Draft state to the Service Request Definition - Level phase, the Approval Server starts the approval process in the order of the approvers who are mapped to the approval phase.

The approval rules contain the qualifications to map approvers for each phase of the approval process, and create the approval details and signature records for the SRD. If you have not mapped any approvers to the process, the SRD moves to the next state. The following figure illustrates this scenario.

If you have enabled the Service Request Definition - Level process, you must set up the approvers using the Approver Mappings form. This rule queries the form by using the appropriate criteria, finds the appropriate approvers, and adds them to the SRD record as the approvers. For more information, see Creating approver mappings.

When the approver approves or rejects the SRD, the rules are executed and the the next status is defined in the Approval Process Configuration form. Based on the process type, the approval process continues until no approvers are found for the process.

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