Requesting approval clarification
If approvers require additional information before responding to an approval request, they can ask for clarification from the end-user console. When an approver requests clarification, the request's status changes to More information needed, and the service requester is notified. The option to request clarification is available to the following types of approvers: the original approver, the alternate approver, the reassigned approver, and additional approvers in serial approvals or multi-approval requests. If multiple approvers are part of the approval process, each approver can individually initiate the clarification flow with the service requester.
By using this feature, approvers can ask for more details instead of outright rejecting a request, which can expedite the approval process and improve the quality of decision-making. This option reduces the need for unnecessary emails and meetings, keeping operations streamlined while also providing a clear record of communication with the requester.
Learn how service requesters can provide clarification in Providing clarification for approval requests.
Scenario for requesting clarification
Bob, a service desk agent, receives a request from Allen, an end user, for a new video recording tool. However, the request lacks key details on why this tool is needed and by when. Instead of rejecting the request, Bob uses the Request approval details option to ask for more details. He adds a message that asks how the tool will be used and by when the tool is needed. The request changes its status to More information needed.
Allen receives an email and in-app (bell) notification that more information is required for his request. He opens the request and reviews Bob’s message by clicking the Review approval messages button. Allen realizes that he forgot to explain that the team’s current software lacks key features required for the new project. Also, he missed adding the due date for his request. He replies to Bob’s message with the required information. The request changes its status to Waiting Approval.
Bob receives an email and an in-app (bell) notification that Allen replied to the approval clarification message. After reviewing the reply and verifying that all the required details are provided, Bob approves the request promptly.
Before you begin
An administrator must enable the option for approvers to request clarification regarding the approval. For more information, see Enabling approvers to ask for clarification.
Supported use cases and considerations for requesting clarification
The following table outlines supported use cases and considerations related to submitting and viewing clarification requests:
| Supported request types | Approvers can only request clarification regarding approval requests related to Catalog-native services. |
|---|---|
| Supported types of approvers | The following types of approvers can request clarification: the original approver, the alternate approver, the reassigned approver, and additional approvers in serial approvals or multi-approval requests. |
| In a parallel multi-approval request, an approver cannot request clarification on the approval requests if they are an alternate approver for another approver. The alternate approver can see the Request Approval Details button, but on clicking it, the Approval Messages window does not open. | |
| In the case of a parallel multi-approval request, if both approvers are the same person, that approver can't request clarification on the approval requests. Although the approver can see the Request Approval Details button, clicking it does not open the Approval Messages window. | |
| Clarification recepients | Approvers can only request clarification from the service requester. If multiple approvers are involved in the approval process, they cannot request clarification from one another. |
| Messages visibility | Only the approver who requested clarification and the service requester can see the messages exchanged in the Approval Messages window. |
| If multiple approvers are part of the approval process, each approver can individually initiate the clarification flow with the service requester. Each approver can only see their own messages and the replies from the requester. They cannot view messages submitted by other approvers or the replies to those questions. In contrast, the service requester can see all messages from all approvers in the Approval Messages window. | |
| When the original approver requests clarification, the Request Approval Details button is replaced with the Review Approval Messages button, but only for that approver. Other approvers still see the Request Approval Details button and can click it to submit their own clarification requests. After another approver submits a clarification request, the button will change for this approver, too. | |
| If the service requester submits a request for another user, only that specific user can view and respond to clarification messages in the Approval Messages window. Therefore, if the Requested By and Requester For people are different users, only the Requester For user can see and address clarification requests from the approver. Additionally, collaborators can't see or respond to these clarification requests. | |
| Number of questions | Only one question can be added at a time per approver until this question is answered. After the question is addressed, the approver can add another question if needed. Multiple pending clarification questions are allowed, but they must come from different approvers. |
| No limit exists on the total number of questions that can be asked. | |
| Approvers can't edit their submitted questions. | |
| Text input | Only plain text input is supported for clarification messages; rich text is not supported. |
| Attachments | Only one attachment can be added for each question-answer pair at a time. When a new attachment is uploaded, it replaces the previously added attachment in this pair. However, new question-answer pairs can each have their own attachments. |
| Response time | When the service requester replies, the date and time of their response are not shown.
|
| Requesting clarification for orders | If multiple requests have been submitted as an order, approvers can't request clarification for any service request in an order. Requesting clarification is supported only for single service requests. |
| Approving the request | Approvers can approve or reject requests even if clarification requests, including those from other approvers, remain unanswered. If a request is approved or rejected, it is not possible to answer unresolved clarification requests. |
To request clarification
- Log in to BMC Helix Digital Workplace as an approver.
- Open a request in the Service request details view.
- Click the Request approval details button.
- In the Approval Messages window, click the Message requestor button.
- In the text input area, enter your question and add an attachment if needed.
Learn more about considerations related to adding and viewing clarification messages in the Supported use cases and considerations for requesting clarification section.
- Click Submit.
Result
After you submit the clarification request, the following changes take place:
- The status of the request changes to More information needed. This status is visible in the list view, card view, and Service request details view. Everyone who is authorized to view this request can see this status. It remains as More information needed until the service requester provides a response. At that point, the status changes back to Waiting Approval. If the requester adds another question, the status reverts to More information needed.
- The Request Approval Details button is replaced with the Review Approval Messages button.
- The clarification request is saved as a message in the Approval Messages window. This message can be accessed by clicking the Review Approval Messages button. All subsequent messages from both the service requester and you, as the approver, are displayed in this window. These messages are accessible even after you approve or reject the request.
- The service requester receives an email and an in-app (bell) notification that an approval clarification has been requested.
Notifications
Service requesters receive email and in-app (bell) notifications when approvers request clarification. Similarly, approvers are notified via email and in-app (bell) alerts when requesters respond. If multiple approvers are involved in the approval process, notifications are targeted specifically at the requester and the approver who asked the question. For example, the reassigned, the alternate, and additional approvers don't get notifications about the communication between the original approver and the requester.
Also, if a service requester submits a request for another user, only that specific user receives email and in-app (bell) notifications when an approver requests clarification. Therefore, if the Requested By and Requester For people are different users, only the Requester For user receives email and in-app (bell) notifications. Additionally, collaborators don't receive any notifications about clarification requests.
Email notifications are sent from both BMC Helix Digital Workplace and Approval Central. To prevent users from receiving duplicate notifications, administrators can disable notifications from Approval Central. Learn how to complete this task in Enabling approvers to ask for clarification, the procedure To disable notifications from Approval Central.
The DWP - Approval Clarification Question notification template is used to notify service requesters when an approver asks for clarification, and the DWP - Approval Clarification Response template is used to notify approvers when the service requester replies.
For more information about these template, see the Out-of-the-box notification events and templates section in Out-of-the-box notification events, templates, and processes.
By default, the DWP - Approval Clarification Question notification template does not include the approver’s name. A BMC Helix Innovation Studio administrator can customize this template to include the approver’s name in the email subject and email body. For more information about how to accomplish this task, see Include approver’s name in the DWP - Approval Clarification Question template.
The following image shows a sample email notification that the service requester receives:
The following image shows a sample in-app (bell) notification that the service requester receives:
Where to go from here
Delegating, reassigning, and responding to approval requests