Creating approver mappings

You must create approver mappings to use the Level approval processes for service requests and Service Request Definitions (SRDs). The default approver for service requests is the requester's manager, which is based on the requester's manager information defined in the People form. The default approver for SRDs is the Request Catalog Manager.

Use the Approver Mappings form to set up individuals and support groups as approvers for each approval phase of service requests and SRDs, based on the approval process defined in the Approval Process Configuration form.

To set up approver mappings, complete the following tasks:

1. Map approvers to approval phases.
2. Create individual or group mappings.

Approvers are selected based on an exact match to the configured approval mappings. Partial values and wildcards (such as %) in approval mapping fields are not supported. A blank field implies any match.

To map approvers to approval phases for Level approval processes

1. In the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Service Request Management > Approval > Approval Mappings, and click Open.

3. Enter the information in the following fields:

   Field	Action and description
   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 logon name) is automatically completed. 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. Inherent Group/Role — If you select this option, the Inherent Group and Functional Role fields appear. Individual Based on a CI Role Group Based on a CI Role If you select the Group option, all people who belong to the support group and have the Request Approver or SRD Approver functional role are set up as approvers. By default, only one approver in the group must approve the request before it can move to the next state. For information about modifying the If Multiple Approvers setting in the AP:Administration form, see Working with the AP Administration form .
   First Name	If you select Approval For Individual, this field appears.
   Last Name	If you select Approval For Individual, this field appears.
   Approver ID	If you select Approval For Individual, this read-only field appears. The Login ID of the approver is included automatically when you select the approver.
   Assignment Availability	Select Yes or No to indicate if the individual or group is available for the assignment.
   Status	Indicates the current status of the group or individual approving the service request or SRD. For the approver mapping to be available, select Enabled.
   Approval Indicator	Select the form that this approver mapping will affect. For BMC Service Request Management, select one of the following options to create approver mappings: Service Request Service Request Definition When you select either of these options, the Mapping Criteria tab appears under Additional Mappings. You can map the approver to a category-cost combination.
   Phase Company	Phase company for this approver mapping. This option maps the approval phase to the approver.
   Phase Name	When you select a phase name, the Phase Company field is automatically filled. These phase name values are filled from the enabled approval process configuration data in the Approval Process Configuration form.
   Level	Specify the level of approval for the individual or group.
   Description	(Optional) Enter a description for this approver mapping.

4. Click the Mapping Criteria tab to add additional criteria for navigation tiers, SRD information, and so on.
   The Individual or Group approver defined is used only for service requests and SRDs matching this criteria.
5. Click Save.

To create individual mappings to work with Level approval processes

1. For SRD approvals, perform the following steps to enable the Service Request Definition - Level phase:
   1. In the Application Administration Console, click the Custom Configuration tab.
   2. From the Application Settings list, select Foundation >Advanced Options > Approval Process Configuration, and click Open.
   3. On the Approval Process Configuration form, search for the SRD:ServiceRequestDefinition form name.
      The two SRD approval process configuration records appear.
   4. Select the Service Request Definition - Ad Hoc approval configuration record, and select the Offline status.
   5. Select the Service Request Definition - Level approval configuration record, and select the Enabled status.
      You can now select the Service Request Definition - Level phase when you create an approver mapping.
   6. Save and close the form.
2. From the Application Administration Console, select Service Request Management >Approval > Approval Mappings, and click Open.

3. In the Approval For field, select Individual.

   Important

   To map an individual approver, you can select any individual who has a record in the People form. It is not necessary to select a person with the SRD Approver functional role, for example, Allen Allbrook. This example uses Ian Plyment.

4. In the Approval Indicator field, select the form that this approver mapping will affect, for example, Service Request Definition.
5. In the Phase Name field, select the approval phase that needs mapping in the application, for example, Service Request Definition - Level.
6. Enter the remaining required information.
   Depending on the mapping values you specify, different approvals are generated.
   When approver mappings are created, you need not enter values in all the fields on the Approver Mappings form.
   Individual approval is generated on the basis of the approver mapping values at the top of the form and any optional values at the bottom of the form (for example, if you enter a navigational category). Ian Plyment is the approver for all Service Request Definition - Level processes if none of the additional mapping values are defined.
   You can create multiple approver mappings. For example, you can configure a different approver to approve SRDs that are "gold" level and cost over $500.00.
7. Save and close the form.
   For SRDs, if you have not created any other approver mappings, when an SRD is promoted to the Request for Approval state, the SRD cannot be deployed until the individual you set in this procedure approves the request.
   In addition, you can create a multiple-level approver mapping--where both Allen Allbrook and Ian Plyment must approve the SRD before it can move to the next state. Here you could set Allen Allbrook as 0 level and Ian Plyment as 1. In this example, Allen Allbrook must approve the SRD first. The Approval Server generates a second approval for Ian Plyment.

Creating group mappings to work with level-type approval processes

When an approver list includes functional roles (for example, the SRD Approval functional role), specific settings in the AP:Role form in the Approval Server determine:

• Whether the role is expanded to individual signature-line records for each member of the role
• Or a single signature-line record is created for the entire role.

In Approval Server integration with BMC Service Request Management, the SRD Approval functional role maps to the SRD Approver role name in the Role form. (Select AP:Administration from the IT Home page. From the Role tab, select a role, and click View.) In the SRD Approver role, group approvals by default require that only one member of the support group must sign the approval to move the SRD to the next stage. For information about how the All Must Sign and If Multiple Approver settings are used in the Approval Server, especially if you require all members of a group to approve the request, see Setting up the approval process .

To create group mappings to work with level-type approval processes

1. For SRD approvals, enable the Service Request Definition - Level phase:
2. In the Application Administration Console, click the Custom Configuration tab.
3. From the Application Settings list, select Foundation >Advanced Options > Approval Process Configuration, and click Open.
4. In the Approval Process Configuration form, search for the SRD:ServiceRequestDefinition form name. 
5. Select the Service Request Definition - Ad Hoc approval configuration record, and set the status as Offline.
6. Select the Service Request Definition - Level approval configuration record, and set the status as Enabled. 
   You can now select the Service Request Definition - Level phase when you create an approver mapping.
7. Save and close the form.
8. From the Application Administration Console, select Service Request Management >Approval > Approval Mappings, and click Open.
9. In the Approval Mappings form, search for any individual mappings, and set the status as Offline. 
10. In the Approval Indicator field, select which form this approver mapping will affect, for example, Service Request Definition.
11. Select Group in the Approval For field.
12. Select a Support Company, Support Organization, and Support Group, and select a support group that includes people with the SRD Approver functional role. 
    For example, the IT Hardware support group should include both Allen Allbrook and Ian Payment.
13. In the Phase Name field, select which approval phase needs mapping in the application (for example, Service Request Definition - Level).

14. Based on the option that you select for the Phase Name field, enter the required information, such as selecting the level of approvals.
    Depending on which mapping values you specify, different approvals are generated. For example, if you create two approval mappings with different levels (set the Level setting to 0 for the first support group and 1 for the second support group), when the first support group approves the Service Request Definition, the level 1 approval mapping is generated.
    When approver mappings are created, you need not enter values in all the fields on the Approver Mappings form.

15. Search for the required individual mappings, and set the status as Enabled for for each mapping. 
16. Click Save.
    When an SRD is moved to the Request for Approval state, the SRD cannot be deployed until the support group you set in this procedure approves the request.