This documentation supports the 20.02 version of Remedy Change Management.To view an earlier version, select the version from the Product version menu.

Configuring approval mappings

This topic describes how to configure approval mappings. Approval mappings are applicable for level-type approval processes.

For the mapping to be applied to the selected phase, the values of the fields on the request must be the same as the values of the fields defined in the approval mapping. The approvers are selected based on an exact match to the configured approval mappings. A blank field in the approval mapping form implies any match.

Example

You set up the approval mapping with the following values:

  • Approval for - Individual, First Name - Allen, Last Name - Allbrook, Approval Indicator - Change, Phase Name - Review
  • On the Impacted Area/CI tab: Company - Calbro Services, Organization - Information Technology, Department - Application Development
  • On the Categorization tab: Tier 1 (O): Applications, Tier 2 (O): Help Desk, Tier 3 (O): Incident

When the change reaches the Review approval phase, Allen Allbrook is listed in the approvers table of the change, only when the following conditions are met:

  • One of the Impacted areas listed for the change request matches the following field values:
    • Company = Calbro Services
    • Organization = Information Technology
    • Department = Application Development
  • The operational categorization for the change request matches the following values:
    • Tier 1 (O): Applications
    • Tier 2 (O): Help Desk
    • Tier 3 (O): Incident

The mapping is not applied if any of these values are different. However, a blank or null value in the Additional Mappings section of the Approval Mappings form matches any value for the corresponding field for the change request. The following image displays the scenarios in which the approver can be mapped to the change request:

approval mapping.png

Before you begin

Configure the approval processes. For more information about configuring approval processes, see Setting-up-approval-process-configuration-records-for-your-company.

Configuring approval mappings

  1. From the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Approval > Approval Mappings of the application for which you want to configure approvals.
  3. Click Open.

  4. On the Approver Mappings form, select the appropriate value from Approval Indicator. For example for BMC Change Management, select Change.
    The form refreshes, and the appropriate tabs and fields for the selected approval indicator are displayed.

    Note

    Select the criteria that should be met to map an approver to the approval phase. The approver is mapped to the selected phase only when ALL the defined criteria are met.

  5. For Phase Name, select which approval phase needs an approval mapping in the application.
    Approval phases are used to define when the approval is required during the lifecycle of the application request and maps the Approval Process Name that will be used by the Approval Server. The mapping between the application status, Phase Name, and Approval Process is done in the Approval Process Configuration form.
    For example, Review phase for BMC Change Management indicates that the change will be sent for approval when it reaches the Request for Authorization status and will use the Change Level CI-IA - Reviewprocess.

    Note

    When you select a phase name, the Phase Company is automatically populated.

    Select a user who has access to the company selected in Phase Company.

  6. Enter information in the other fields as appropriate.

    The [confluence_table-plus] macro is a standalone macro and it cannot be used inline. Click on this message for details.

  7. To specify the location, on the Impacted Area/CI tab, specify the Company, Region, Site Group, and Site fields. If required, specify the Organization and Department for the impacted area.
    This maps the approval process when the location matches the change location specified for the Requester of the change request. For an example on adding IA information to approval mapping, see Approvals-generated-based-on-Impacted-Areas.
  8. To specify the CI, on the Impacted Area/CItab, specify whether the CI is selected by type or by name.
    • If you select On CI Type, select a specific CI type from the menu.
    • If you select On CI Name, enter the name of a specific CI.
  9. To map approvers based on additional criteria, complete the fields on the additional tabs displayed. The tabs and fields displayed on each tab displayed depends on the Approval Indicator selected. For example, if you select Change, the Categorization, Role, and Advanced Criteria tabs are displayed.

The approval mapping now applies when values specified on a record exactly match the values selected in the approval mapping.

 

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