This documentation supports the 9.1 version of Service Request Management.

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

Defining approvals in an SRD

You can define the approvals that are required for an SRD before it is deployed. If you do not set approvers for an SRD, it is automatically deployed.

When the SRD approval process (Service Request Definition - Ad Hoc) is enabled, by default the Service Catalog Managers approve any SRDs they are responsible for.

BMC Service Request Management is fully integrated with the BMC Remedy Approval Server for business, technical, and financial approvals. For more information about the approval server, see  BMC Remedy Approval Server .

The approval engine determines the list of SRD approvers. By default, the Service Catalog Manager must approve the SRD when it moves to the Request for Approval state.

The Service Catalog Manager can also define additional approvers who must approve the SRD before it can be deployed. For example, you can specify that the customer must first review and approve the SRD before it is deployed to the organization.

Note

For information about SRD approvals if you disabled the Service Request Definition - Ad Hoc process and activated the Service Request Definition - Level process, see Creating individual mappings to work with level-type approval processes.

To define SRD approvals

  1. Configure the approvals for BMC Service Request Management.
    See Configuring approvals for SRDs and requests.
  2. Search for the SRD, select it, and click View.
  3. Click the Approvals tab.
  4. Specify if you want the approval engine to determine the approvers list.
    This is the default setting.
    The Service Request Management administrator can choose to bypass the approval server in the Service Request Definition Settings configuration form. See Setting options in the Service Request Definition Settings form.
  5. To include an individual approver in the Approvers list, select the Individuals check box, and select any combination of Customer, Catalog Manager, or Service Request Coordinator.
    Here you are defining whether the Customer, Service Catalog Manager, or Service Request Coordinator must approve the SRD before it can be deployed.
    • For the Customer required to approve the SRD, see the Definition tab of the SRD.
    • For the Catalog Manager required to approve the SRD, see the Definition tab of the SRD.

      Note

      If the name of the Request Catalog Manager on the Definition tab is the same as the creator of this SRD, only one approval signature is created. Multiple signatures are not required.

    • For the Service Request Coordinator required to approve the SRD, see the Coordinator Company and Coordinator Group defined in the Service Request tab of the SRD.

      If both the Coordinator Company and Coordinator Group fields are populated, the Service Request Coordinator is selected by using the Coordinator Group indicated. If the Coordinator Group field is empty, the Service Request Coordinator is selected by using the assignment routing specified for the Service Request Assignee event defined in the Standard Configuration tab of the Application Administration Console. For more information, see   Creating assignment routing in a standard configuration .

      The following example illustrates how to add a customer to the approval list. This individual must approve the SRD before it can be deployed.

      Customer added to approve SRD (Click the following image to expand it.)

  6. To add an ad hoc approver, perform the following actions:
    1. Click Add.
    2. In the Add Approvers dialog box, specify an individual or group.
    3. Enter the full name of the individual or group.
    4. Click Save.
      The Add Approvers dialog box is closed and you return to the Service Request Definition form.
    5. Click Refresh.
      The individual or group is added to the approvers list.
  7. Save your changes to the SRD.
  8. To view approvers by the SRD approval state, select an approval state from the Show menu, for example, Pending.
    The Approvers list then refreshes with the current list of approvers who must approve the SRD before it can be moved to the next approval state.

    Note

    Adding an individual or ad hoc approver causes the Set using Approval Engine flag to be set, and the approval engine will be used to determine any additional approvers.

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