Configuring approvals - Quick start

Quick start to approvals in Remedy Change Management

To configure Remedy Change Management approvals

1. Review the change management process flow. In the Application Administration Console, select Custom Configuration > BMC Change Management > Advanced Options > Process Flow Configuration.
   
   Custom Process Flow

   
   
   

2. Review the approval process configuration records that are installed by default. In the Application Administration Console, select  Custom Configuration > Foundation > Advanced Options > Approval Process Configuration. 
   
   Reviewing the approval process configuration records
   

   Important

   BMC does not recommend that you modify the Global company record in this form. However, you can create company specific records for the approval process flow.

3. Click the Status Flow tab in the approval process configuration records to review the change states that drive the approval process.
   
   Reviewing the status flow of the approval process configuration record
   

   The Change Process Flow drop-down displays the configured change process flows. It displays the standard process and custom processes created. The contents in the Begin, Approved, Rejected, and No approvers fields are displayed based on the Change process selected. This is a mandatory field.
   
   Approval and change request states

   Approval state field	Change request status	Approval Server action to the change request
   Begin	Request For Authorization	When the Status of the change request is Request For Authorization, the approval process starts.
   Approved	Request For Change	If the change request is approved, its Status becomes Request For Change.
   Rejected	Rejected	If the change request is rejected, its Status changes to Rejected.
   No Approvers	Request for Change	If there are no approvers defined for the change (that is, if no approvers are mapped to this phase), its Status changes to Request For Change.

4. Map your approvers to the approval process configuration records. In the Application Administration Console, select Custom Configuration > Change Management > Approval > Approval Mappings.
   
   Mapping approvers
   

   Important

   Enter only the minimum values (shown in the red areas in the figure) that are needed to create the approver mappings. To enter values in the Additional Mappings area, carefully read Approval-mappings to understand the purposes of these fields and how they are used.

   1. Enter Mann in the Last Name field and then press Enter.
       Mary Mann is part of the Calbro Service sample data.
   2. Select Global > Review as the Phase Name.
   3. Ignore the remaining fields on the Approver Mappings form.
   4. Save your changes.
      If you correctly mapped the approvers to the approval process configuration record, you will see the approver in the Approvers tab when the change request reaches the Request For Authorization status, as shown in the figure in step 6.
5. Create a change request, and then use the Process Flow Status wizard to work the change request through its approval phases.
   
   Viewing approval information in a change request
   
   1. Log on to Change Management.
   2. Create a change request and assign it to a specific support group in your company.
   3. Use the Process Flow Status bar to move the change request to the Request For Authorization status.
6. As Mary Mann, log on to the Remedy AR System server as the approver in a browser or user tool, open Approval Central from the IT Home page, and then approve the change request.
   
   Approving the change request in Approval Central
   
7. Return to the change request, and then refresh it.
   
   Flow of change request after approval