Setting approvals for a service request
When you create a service request definition (SRD), you specify the Approval Type option in the Service Request tab in the SRD. This option defines the approvals required for the service request that a user submits.
Approval types
The Manager, Person, and Group approval types are are preconfigured in BMC Service Request Management. The Custom approval type requires additional configuration before you can use it.
The following table provides information about each approval type:
Service request approval types
Approval Type option | Description |
|---|---|
None | No approval is required. |
Manager | Sends an approval request to management, according to the management level you specify. For example, if you specify 1 (the system default), an approval request goes only to the requester's manager. If you enter 2, the next level of management must approve the service request, and so on. The maximum number of approval levels is 5. |
Person | Sends an approval request to any user defined in the People form that you specify. Add this user to the Approver field on the Service Request tab in the SRD. |
Group | Sends an approval request to group members with the Request Approver functional role. Add the group to the Support Group field on the Service Request tab in the SRD. |
Custom | Uses a custom approval chain that you associate with the approval process (or processes) of your choice. The custom approval chain definition must have Selection Criteria that match information in the service request. The Custom approval type requires additional configuration before you can use it. |
To set approvals for a service request
- Search for the SRD for which you want to define an approval type, select it, and click View.
- Click the Service Request tab.
- From the Approval Type list, select one of the options.
- Click Save.
Additional information
The Pulse: Understanding each type of Service Request Approval
Comments
For the Manager approval type, who is the requester? Is it the Requested For or Requested By field, OR is it the user logged in submitting the request and the same requester's Remedy Login ID that is placed in the Submitter field of the Service Request?
Hi Jose,
Sorry for the delayed response. I'm looking into this, and will let you know when I have more information.
Regards,
Cathy
If a user raises service request on someone's behalf and manager approval is required, then to which manager the approval will go to? Will it be my manager or manager of the person on whose behalf I am raising the request?
Hi Deepak,
In Remedy SRM 8.1.02 the manager approval always goes to the Requested For (which becomes the Customer on the fulfillment ticket) person's manager. The Requested By is the user entering the ticket and becomes the Contact on the fulfillment ticket.
We have administrative assistants that submit service requests for many people in an organization/department and if they forget to change the Requested For (On Behalf Of) user. Then the approval goes to the administrative assistant's boss (executive mgmt. like VP) rather than the manager of the intended user because the admin assistant's name is listed. Hope that helps.
Thanks Jose. Is the behavior same in 9.1.03?
It appears to be the same in 18.05 (9.1.05). We never used 9.1.03.
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