This documentation supports the 20.02 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Approving or rejecting requests

You can approve or reject requests via email (if configured by your administrator) or by using Approval Central.

You can directly approve requests via email. When email-based approvals are enabled, an email notification is sent the individuals who have approval authority for the request. Those people either can approve or reject the request directly from the email notification.

Related topic

AR System Email Templates form

Important

If the approval process requires a password or requires that rejection of a request includes a business justification, you cannot use email-based approvals. If this is the case, you must approve the request from Approval Central.

Approval email notifications are also sent out to any alternate approvers defined for the process. However, if the approver adds an alternate approver after the email has been sent, the alternate approver will not receive the email.

The following figures show examples of approval emails. Instructions for approving and rejecting requests via email are provided after the figures.

Email for a change request approval

new_change_email.gif


Important

The Server Timezone Offset displays the time zone offset information where the Remedy AR System server is located.

To approve or reject a request via email

  1. In the approval email that you receive, click the request ID link to view the details of the request. However, this is not applicable for service requests.

  2. Click Approve or Reject.
     An email formatted with your approval or rejection reply is displayed.

    Important

    The Approve and Reject buttons are displayed in the email by default. However, you can customize the definitions for these buttons by using the email based approval HTML templates (for example, ITSM_Approval_By_Email_Content_en.html or Approval_By_Email_Content_en.html).

    Additionally, if you do not want to receive the notification related to the approval or rejection of a request, from the SYS:Notification Messages form, select the required template in the Email Template Name field, and then clear the Fallback Template Name field. For more information, see Customizing-notification-messages.

  3. Send the email without modifying the text.

    Warning

    Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT# text in the email.

You are notified of the success of the approval or rejection by email, as shown in the following figure:

approval_confirmation.gif

If you attempt to approve or reject a request that is in a state that cannot be changed (approved, rejected, closed, or canceled), you receive an approval error notification email, as shown in the following figure:

approval_error.gif

If you receive an Approval Error Notification, click Launch Approval Central to view the status of the request.

To approve or reject requests by using Approval Central

  1. From the IT Home page, select Applications > Quick Links > Approval Central. 
    Approval Central displays all pending approval requests that are assigned to you. If there are many requests, you can filter them by using the fields in the Search Criteria area. 
  2. (Optional) To view details of the request before responding, click the Request ID.
  3. (Optional) Ask questions about the request:

    1. In the More Information area, enter the following values: 

      Field

      Value

      Type

      Question

      Question To

      Requested For login name

      Question

      Text of the question

    2. Click Save.
      The request is marked as needs attention, and the user can respond to your question from the Request Entry console.
  4. Approve, reject, hold, reassign, or view the request.

After you approve the request, it no longer is displayed in the Pending Approvals table. The appropriate approvers are notified of any reassigned approvals. 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*