Business request processing

Processing of business requests involves a service requester, OBO users, collaborators and approvers.

Requesters are the business users who request services from the Catalog page of BMC Helix Digital Workplace.
OBO users are users on behalf of whom a request can be submitted.
For more information about requests on behalf of other users, see Requesting-services-on-behalf-of-other-end-users.

Collaborators are users who can be added to a service request to collaborate on processing of the request.
For more information about involving collaborators into service requests, see Collaborating-with-users-on-service-requests.

Approvers are the business users who receive and resolve approval requests from the requesters. Approvers can be of the following types:
- Original approvers are users who are defined as approvers in a service request definition.
  For more information about approving business requests, see Approving-users-business-requests.
- Delegated approvers are users who were defined by the original approvers as alternate approvers.
  For more information about delegating approval requests, see Delegating-to-alternate-approvers.
- Reassigned approvers are users who to whom an original approver has reassigned approvals.
  For more information about reassigning business requests, see Reassigning-approvals-to-other-users.

Business requests without approvals

The following table describes where end users can find their business requests that do not require approvals:

Status of request	User	Simple request	Simple request for OBO users	Simple request for OBO with collaborators
In progress	Requester	Active events	Active events	Active events
	OBO users	Not applicable	Active events	Active events
	Collaborators	Not applicable	Not applicable	Active events
Closed	Requester	Past events	Past events	Past events
	OBO users	Not applicable	Past events	Past events
	Collaborators	Not applicable	Not applicable	Past events

Business requests with approvals

The following diagram shows how service requesters can interact with service approvers when approvals are delegated, reassigned, or reassigned and delegated:

Approval use cases.png

The following table describes where approval requests are available for users who process them:

Status of request	User	Approval request	Approval request delegated to alternate approvers	Approval request reassigned to another approver	Approval request reassigned to another approver and then delegated to alternate approvers
Waiting for approval	Requester OBO users Collaborators	Active events	Active events	Active events	Active events
	Original approver	Active events	Active events	Not available**	Not available**
	Alternate approvers	Not applicable	Active events	Not applicable	Active events
	Reassigned approver	Not applicable	Not applicable	Active events	Active events
Approved	Requester OBO users Collaborators	Active events*	Active events*	Active events*	Active events*
	Original approver	Past events	Past events	Not available**	Not available**
	Alternate approvers	Not applicable	Past events	Not applicable	Past events
	Reassinged approver	Not applicable	Not applicable	Past events	Past event
Closed or rejected	Requester OBO users Collaborators	Past events	Past events	Past events	Past events
	Original approver	Past events	Past events	Not available**	Not available**
	Alternate approvers	Not applicable	Past events	Not applicable	Past events
	Reassinged approver	Not applicable	Not applicable	Past events	Past events

Important

Approval requests are available in Active events for requester, OBO users, and collaborator users only if the workflow of the requested service contains other activities. If a workflow of the requested service contains only Approval activity, the approval request can be found in the Past events.

An approval request reassigned to another approver becomes unavailable to the original approver, and cannot be found in active or passive events.

Important

An approval can be reassigned to another user, and then automatically delegated to an alternate approver.

An approval cannot be delegated to an alternate approver, and then reassigned to another user.

Business request processing

Business requests without approvals

Business requests with approvals

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