Configuring change and release review

Before you begin

Make sure that the following precondition is met.

• Lifecycles of change request and release requests are configured.

To configure the status for approval phases

1. On the IT Home page go to Applications > Administrator Console > Application Administration Console > Custom Configuration.
2. On the Custom Configuration tab, select Foundation > Advanced Options > Approval Process Configuration.
3. Click New search.

4. On the Approval Process Configuration window, specify form name, company, and click Search.

   Ticket type	Form name
   Change request	CHG:Infrastructure Change
   Release	RMS:Release

   The Review phase details are displayed in the search result.

5. Select a phase for example, Review phase of a change request.

   Note

    Ensure that its status is set to Enabled, and on the Approval Process tab, the Impacts Approval Status field is set to Yes.

6. On the Status Flow tab, under Begin specify the status that triggers the approval. When the change request is moved to this status, the approval process begins.
   If the ticket is kept on hold, it remains in the status that triggered the review process.
7. Under Approved, specify the next status to which the change request is moved, if it is approved.
8. Under Reject, specify the status to which the change request is moved, if it is rejected.
9. Under No Approvers, specify the status to which the change request is moved, if there are no approvers.
10. Save the settings.

To map approvers to review phases

You can configure individual approvers and support group approvers for reviewing change requests, release tickets, and knowledge articles from the Approval Mapping form. In case of support group approvers, only those members of the support group who have the approver functional role can review tickets. 

1. On the Custom Configuration tab, select Change Management > Approval > Approval Mappings.
2. Click New Search.
3. From the Approval Indicator list, select the ticket type Change.
4. Select the phase name for example, Review.
5. To map individual approvers:
   1. In the Approval For list, select Individual.
   2. Specify the first name, last name, approver ID.
6. To map group approvers:
   1. In the Approval For list, select Group.
   2. Specify the support company, organization, and group name in appropriate fields.
7. Specify the Assignment Availability as Yes.

When the change request ticket is in the specified phase, the selected individual or groups are mapped as the approver.

You can map multiple approvers for a ticket when it is in a specific phase. You can also have multiple approvers for each review phase of the ticket.

To configure approvers

You must configure individual and group approvers on the CTM:People form in BMC Helix ITSM.

To configure primary approvers

1. On the CTM:People form, search for the person you want to configure as the reviewer.
2. On the Support Group tab select Support Group Functional Role tab and select the support group.
3. Click the Update Support Group and Role button.
4. On the Update Support Group Memberships and Role window, select that particular group and give the approver functional role to the selected person.

To configure alternate approvers

1. On the CTM:People form, search for the person you want to configure as the alternate reviewer.
2. On the  Alternate Approver tab, click the Update Alternate Approver button. 
3. On the Alternate Approvers window, specify the company, first and last name of the alternate approver, specify the start and end date for the alternate approver to review tickets on your behalf.
4. Click Add.

To configure mandatory and optional approvers

In AR System, Approval Server, open the phase form. On the Basic tab, you can select One must sign or All must sign in the If Multiple Approvers list. For example, you have mapped 5 approvers for a change request when it is in review. If you select One must sign, then any one of the five approvers can review the ticket. If it is set to All must sign, the all 5 approvers must review the ticket.
 

On the AR System- Approval Server Role Definition form, in the If Multiple Approvers list you must specify One must sign or All must sign for the reviewers you have configured.

To configure password authentication for the review phase

You can configure password authentication to authenticate reviewers on the approval banner in BMC Helix ITSM. You can set password authentication as per review phases, and if required, you can skip password authentication for a particular review phase. Reviewers must use their BMC Helix ITSM password to authenticate themselves.

1. In BMC Helix ITSM, open the AP:Process Definition form.
2. On the Basic tab, in Process, enter one of the following change review processes for which you want to add password authentication, and click Search.
   
   • Change Level CI-IA - Business
   • Change Level CI-IA - Close Down
   • Change Level CI-IA - Implementation
   • Change Level CI-IA - Review
3. From the search results, select the record.
4. From Require Approvers, select Yes.
5. To reflect this update, you can either wait for a maximum 30 minutes, or you can manually clear the Smart ITcache. For more details, see Clearing the Smart IT cache.