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.
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
No approval is required.
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.
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.
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.
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.