This documentation supports the 9.0 version of Service Request Management.

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

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.

This functionality requires the requester's manager (and all necessary management levels) to be defined in the People form.

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.

When you select Custom, a Use Request Manager assignment option appears. If you select the check box, any ad hoc approval process associated with the SRD uses the requester's manager as the first approver. This functionality requires the requester's manager to be defined in the requester's People record.

To set approvals for a service request

  1. Search for the SRD for which you want to define an approval type, select it, and click View.
  2. Click the Service Request tab.
  3. From the Approval Type list, select one of the options.
  4. Click Save.
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