This documentation supports the 25.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features. To view an earlier version, select the version from the Product version menu.

 

Enabling approvers to ask for clarification

Users defined as approvers can approve and reject business requests. As an administrator, you can also enable an option for approvers to ask for more information about a request before approving it. 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.

When an approver requests more details, the status of the request is changed to More information needed. For more information about asking for clarification, see Requesting approval clarification.

Important

Approvers can only request additional information for approval requests related to Catalog-native services.

To enable approvers to request clarification

  1. In the BMC Helix Digital Workplace Admin console, select Configuration > Approval.
  2. In the Additional approval actions section, select the Approval clarification messages option.
    approval_clarification.png
  3. Click Save.

After that, the Request approval details button is displayed next to the Approve and Reject buttons for Catalog-native approval requests in the Service request details view. 

Important

If you decide not to enable the Approval Clarification Messages setting, approvers cannot request clarification for Catalog-native requests from the BMC Helix Digital Workplace end-user console. However, they can still ask for clarification in Approval Central by adding a new question. In this case, the status will appear as More information needed on the My Activity page in the BMC Helix Digital Workplace end-user console, but a service requester cannot see or respond to the question.

To disable notifications from Approval Central

After you enable the option for approvers to request clarification, approvers and service requesters will receive email notifications from BMC Helix Digital Workplace and Approval Central when an approver asks for clarification and when the requester replies. For more information about notifications from BMC Helix Digital Workplace, see the Notifications section in Requesting approval clarification. 

To prevent users from receiving duplicate notifications, you can choose to disable notifications from Approval Central: 

  1. As an AR administrator, log in to Mid Tier. 
  2. From the Applications menu, select AR System Administration > AR System Administration Console.
  3. On the BMC Remedy AR System Administration Console page, select System > General > Centralized Configuration.
  4. On the AR System Configuration Generic UI page, in the Component name field, select com.bmc.dwpcatalog, and then select an asterisk symbol (*).
    component_type.png
  5. Set the Clatification-Aproval-Notifications-Disable setting to true.
    setting_true.png
  6. Click Apply. 
Important

Email notifications from BMC Helix Digital Workplace are only available when using the notification engine on BMC Helix Innovation Suite. If your company uses the traditional notification engine, BMC Helix Digital Workplace does not send email notifications for clarification requests and responses. Also, to receive email notifications from BMC Helix Digital Workplace, approvers and requesters must have a valid email address specified in the CTM:People form.

Where to go from here

Learn how approvers can request clarification in Requesting approval clarification.

Learn how service requesters can provide clarification in Providing clarification for approval requests. 

 

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