Configuring approval processes

BMC Helix ITSM is shipped with the recommended approval process configuration records that are predefined and loaded for you with the application. The approval process configuration records for managing change requests are tightly integrated with the Approval Server. The Approval Server is shipped with the Action Request System and should be installed on the same computer as BMC Helix ITSM. The Approval Server is automatically installed with the Action Request System and is used to create the needed approval signature records that the approver uses to either approve or reject the request. These records also act as audit records. For more information about the Approval Server, see Setting up the approval process .

After the approval signature records are created, you can configure the approval authentication; that is, an approver must enter a password before approving or rejecting an approval. For more information, see Configuring-change-and-release-review.

To manage your change request approval process, you must understand at a high-level the different state transitions that a change request passes through. You must know how to map approval processes to approval phases, and how to define approvers for each phase.

Best practice
Because most implementations do not require the configuration of new approval processes as defined in the Approval Server, we recommend that you use the out-of-the-box approval process with the Approval Mappings form to determine the approvers.

Permissions and roles required to configure BMC Helix ITSM: Change Management approvals

Configuring approvals with BMC Helix ITSM: Change Management requires various permissions and roles. This section explains what permissions are required for the various tasks.

Task	Description	Permissions required
Setting up approval process configuration records for your company	Use the Approval Process Configuration form (Foundation > Advanced Options > Approval Process Configuration) to connect the approval process configuration records to companies by phase.	Infrastructure Change Config Approval Admin is optional if you require administrative access to the Approval Server configuration forms (AP:Administration)
Creating people and mapping roles for approvals	Use the People form (Foundation > People > People ) to define people and support groups.	Contact Organization Admin
Setting up approval mappings	Use the Approval Mappings form (Change Management > Approval > Approval Mappings) to set up approval mappings for the different phases. Includes step-by-step instructions on creating individual and group approver mappings.	One of the following permissions is required to access this form: Infrastructure Change Config Contact Organization Admin Contact Support Admin Requester Console Master Approval Admin is optional if you require administrative access to the Approval Server configuration forms (AP:Administration)

Quick start to approvals in BMC Helix ITSM: Change Management

Step	Action	Menu item	Reference topics
1	Review the custom change management process defined for Change Management, if any.	Custom Configuration > Change Management > Advanced Options > Process Flow Configuration	Configuring-process-flows-and-their-approvals
2	Review the approval process configuration records that are installed by default.	Custom Configuration > Foundation > Advanced Options > Approval Process Configuration	Setting-up-approval-process-configuration-records-for-your-company Overview-of-Change-Management-approvals For detailed information about defining additional approval processes and rules in the Approval Server, see Setting up the approval process in the Action Request System documentation.
3	Review the states in the change request that drive the approval process.	Not applicable	Defining-the-status-of-change-requests-using-the-Status-Flow-tab
4	Map approvers to the global approval process configuration records.	Custom Configuration > Change Management > Approval > Approval Mappings	Configuring-approval-mappings-for-change-and-release-management Configuring-change-management-approval-mappings Configuring-release-management-approval-mappings
5	Create a change or release request, and move it through its various approval phases.	Not applicable	Managing-change Managing-releases
6	Approve the change or release request.	Not applicable	Approving-change-requests-in-the-Approval-stage Approving-a-release-request
7	Review the status of the change or release request after it is approved.	Not applicable	Not applicable

For additional information, you can view the Change Management Application Support (June 2013) BMC Communities blog post.

Configuring approval processes

Permissions and roles required to configure BMC Helix ITSM: Change Management approvals

Quick start to approvals in BMC Helix ITSM: Change Management

On this page