White Paper

Configuring and Using Approvals with BMC Remedy Change Management 7.0

October 2007

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Configuring additional No Impact processes . . . . . . . . . 28 Viewing approval processes in the Approval Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Using Impacted Areas with change requests . 82 Handling approvals for emergency change requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Field values in Impacted Area approvals . . . . 17 Overview of how default approvals work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Adding approvers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Preconfigured global approval processes . . . . . . . . . . . 53 Adding mapping field values to Impacted Area approvals . . . . . . . . . . . . . . . . . . . . . . . . . . 74 How approvals work with change requests . . . . . 85 Working with Change Management as an approver . . . . .Contents Configuring approvals with Change Management 7. . . . . . 89 Viewing non-approver notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Implementing the change request. . . . . . . . . . . . . . . . . . . . . . . 84 Resubmitting a rejected change request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Acting as an alternate approver . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 69 Creating group mappings . 47 Creating people and mapping roles for approvals . . . . 60 Mapping approvers to approval phases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Approval process definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Setting up additional approval processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Confidential . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Permissions and roles required to configure change management approvals . . 42 Bypassing the approval process for emergency changes . . . . . . . . . . . . 87 Adding alternate approvers. . . . . . . . . . . . . . . . . . . . . 17 Change states and approval phases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Adding mapping fields to approvals for CIs . . 91 5 BMC Software Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Approval process types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Approval states on the Status Flow tab . . . . . . . . . . . . . . . . . . . . . . . . . 41 Configuring approvals for CI changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Submitting change requests to the approval phase . . . . 61 Creating individual mappings . . . . . . . . . . . . . . . . . . . 48 Approver mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Configuring change management approvals. . . . . . . . . . . . . . . . . . . . . . .

Confidential .6 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc..

0 This white paper is for the Change Management administrator who configures approvals to work with BMC Remedy Change Management 7. Configuration tasks are performed from the Application Administration Console.0 7 BMC Software Inc.White Paper Configuring and Using Approvals with BMC Remedy Change Management 7.0. how you can configure approvals to work with configuration items (CIs) and impacted areas (IAs). Confidential . This white paper also describes how approvals are used with the Change Management application. for example. IMPORTANT This white paper assumes that you have installed ITSM Patch 006. Configuring and Using Approvals with BMC Remedy Change Management 7..

choose Custom Configuration > Foundation > People > People. the BMC Remedy administrator must perform the following steps.) Figure 1-1: Defining approvers in the People form 8 Configuring and Using Approvals with BMC Remedy Change Management 7.White Paper Configuring approvals with Change Management 7.0 BMC Software Inc. (In the Application Administration Console. Step 1 Define your approvers in the People form..0.x. Confidential .0 To get approvals up and running quickly with Change Management 7.

choose Custom Configuration > Foundation > Advanced Options > Approval Process Configuration. For more information. see “Creating group mappings” on page 74. (In the Application Administration Console.0 9 BMC Software Inc. Confidential ..) Figure 1-2: Reviewing the global approval process definitions Configuring approvals with Change Management 7. Step 2 Review the approval process definitions that are installed by default for global use. see “Creating people and mapping roles for approvals” on page 48.0 NOTE Support group membership and the Infrastructure Change Approval functional role (defined in the Support Groups tab) are required only for group approvals (rather than individual approvers).Configuring and Using Approvals with BMC Remedy Change Management 7. For more information.

. These global definitions specify which approval state occurs next if an approval is approved or rejected.0 BMC Software Inc. or if no approvers are defined. Figure 1-3: Reviewing the status flow of the approval process definition 10 Configuring and Using Approvals with BMC Remedy Change Management 7. Step 3 Click the Status Flow tab in the approval process definitions to review the change states that drive the approval process. NOTE Here you are not customizing the approval process definitions or creating new definitions from scratch. Confidential .White Paper The definitions are enabled by default. For more information. see “Preconfigured global approval processes” on page 28.

Configuring approvals with Change Management 7. If the change request is rejected.0 11 BMC Software Inc. Table 1-1: Approval and change request states Approval state Begin Change request state Request For Authorization Request For Change Rejected No Approvers Approval Engine action to the change request When the Status of the change request is Request For Authorization. the approval process starts. If there are no approvers defined for the change (that is. see “Approval states on the Status Flow tab” on page 41. Approved Rejected No Approvers For more information.0 For example. Confidential . its Status changes to Rejected. its Status changes to Request For Change. in Figure 1-3. if no approvers are mapped to this definition).Configuring and Using Approvals with BMC Remedy Change Management 7.. you see the Review global definition defines four different approval actions and resulting change states that drive the progress of the change request. its Status becomes Request For Change. If the change request is approved.

.) Figure 1-4: Mapping approvers No approver mappings are provided by default with Change Management 7. a change request moves through the entire change management process with only standard approvals performed by the person assigned to the change request. carefully read “Approver mappings” on page 50 to understand the purposes of these fields and how they are used. choose Custom Configuration > Change Management > Approval > Approval Mappings. IMPORTANT Enter only the values (shown in the red area in Figure 1-4) needed to create the approver mappings.0 BMC Software Inc. 12 Configuring and Using Approvals with BMC Remedy Change Management 7. (In the Application Administration Console.0. If you do not create any approver mappings. To enter values in the Additional Mappings area. Confidential .White Paper Step 4 Map your approvers to the global approval process definitions.

c Use the process flow wizard to work the change request through its various approval phases. b Create a change request and assign it to a specific support group in your company.0 Step 5 Create a change request.Configuring and Using Approvals with BMC Remedy Change Management 7. you will see the approver in the Approvers tab when the change request reaches the Request For Authorization state. as shown in Figure 1-5.0 13 BMC Software Inc. Configuring approvals with Change Management 7. Confidential . Figure 1-5: Viewing important approval information in a change request a Log in to Change Management.. If you correctly mapped the approvers to the approval process definition. and then use the Process Flow Status wizard to work the change request through its various approval phases.

. open Approval Central.White Paper Step 6 Log in to the AR System server as the approver in a separate user tool or browser.0 BMC Software Inc.00 version of Approval Central. Confidential . and then approve the change request.1. 14 Configuring and Using Approvals with BMC Remedy Change Management 7. Figure 1-6: Approving the change request in Approval Central NOTE Figure 1-6 shows the 7.

and then refresh it.0 Step 7 Return to the change request. This behavior of the change request is exactly as described in Table 11 on page 11. when a change request in the Request For Authorization state is approved. the Status of the change request moves to Request For Change.0 15 BMC Software Inc. Configuring approvals with Change Management 7..Configuring and Using Approvals with BMC Remedy Change Management 7. Figure 1-7: Flow of change request after approval As shown in Figure 1-7. Confidential . it moves to the Request For Change state. By default.

Use the Approval Mappings form One of the following permissions is (Change Management > Approval required to access this form: > Approval Mappings) to set up Infrastructure Change Master approver mappings for the permissions different phases. Step Setting up additional approval processes (page 34) Description Use the Approval Process Configuration form (Foundation > Advanced Options) to connect the approval definition processes to companies by phase. 16 Configuring and Using Approvals with BMC Remedy Change Management 7. Permissions required Infrastructure Change Config permissions Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) Creating people and mapping roles for approvals (page 48) Approver mappings (page 50) Use the People form (Foundation > Contact Organization Admin People > People) to define people and support groups.0 Configuration Guide. Confidential . Includes step-by Contact Organization Admin step instructions on creating Contact Support Admin individual and group approver Requester Console Master mappings..0 BMC Software Inc.White Paper Permissions and roles required to configure change management approvals Configuring approvals with Change Management 7. see the BMC Remedy IT Service Management 7. Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) For general information on configuration.0 requires various permissions and roles.

Confidential . Configuring change management approvals 17 BMC Software Inc.x is shipped with best practice approval processes that are already predefined and loaded for you with the application. NOTE You should define additional approval processes and adapt them to your business process instead of creating new ones from scratch. map approval processes to approval phases. and define approvers for each phase. you must understand at a high-level the different state transitions that a change request must pass through. But if necessary. For detailed information about defining additional approval processes and rules in the AR System Approval Server. The Approval Server is shipped with the Action Request System Server and should be installed on the same machine as Change Management. configure your approval processes.0 Configuring change management approvals Change Management 7. The approval processes and rules for managing change requests are tightly integrated with the AR System Approval Server.00 Guide for Users and Administrators.Configuring and Using Approvals with BMC Remedy Change Management 7. see the BMC Remedy Approval Server 7. The following diagrams help you follow the flow of a change request from the Draft to the Closed states.1.. To use the Approval Server to manage your change request process. you can create new processes and rules. set up approval definitions for status changes. Change states and approval phases The approval phases in the change state diagrams follow the default process definition flow used for “global” settings.

Confidential .0 BMC Software Inc..White Paper Figure 1-8: State transitions—Steps 1 to 7 18 Configuring and Using Approvals with BMC Remedy Change Management 7.

Step 7 Task assignees are notified that the task or tasks are set to staged. the By default. or when the Status Reason of all the tasks has been marked as Staging Complete. the change remains in the Request for Authorization state.No Impact phase and move forward to the Scheduled state. the change moves to the Scheduled for Review state.0 Step 1 A change request starts in the Draft state. change moves to the Planning in Progress state and requires the Change Manager or Change Assignee to move it forward.. If the change is approved. Change states and approval phases 19 BMC Software Inc. the change moves to the Request for Change state and requires the Change Manager or Change Assignee to move it forward. If the change is approved. Any related task groups or tasks are in the Staged state. Step 2 When the change moves through the process flow: If approvers are mapped to the Review approval phase. it moves to the Canceled state. it moves to the Completed state. Step 6 When the Change Manager or Change Assignee add dates to the change. it moves to the Request for Change state. it moves to the Planning in Progress state. If no approvers are mapped.Configuring and Using Approvals with BMC Remedy Change Management 7. If the Timing of the change is Latent. Step 4 If no approvers are mapped to the Business Approval phase. If the request is canceled. Confidential . Step 3 The Review approval phase requires that the change be approved before it can move forward. No Impact changes follow the Business Approval . Step 5 The Business Approval phase requires that the change be approved before it can move forward.

. or move it back to the Planning in Progress state. cancel it. 20 Configuring and Using Approvals with BMC Remedy Change Management 7.White Paper Figure 1-9: State transitions—Steps 8 to 16 Step 8 Change Manager or Change Assignee can move the change to the Schedule for Approval state.0 BMC Software Inc. Confidential .

if they are defined as alternates. If approved. Change Assignee. the Change Implementer is notified. the change moves to Completed state. Change automatically moves to Completed (Final Review Required) state when all tasks are completed and there are approvers for Close Down Approval phase. the change moves to Close Down Approval phase. Change Manager and Change Assignee can approve the change on behalf of approvers. For taskless changes only. After last task is marked as Closed. it moves to the Scheduled state. Status Reason is automatically updated to Final Review Complete. Change is placed in Completed status with status reason of Final Review Required. Change moves to Completed (Final Review Complete) state if all tasks are completed or if there are no approvers for the Close Down Approval phase. and Performance Rating fields to move the change to the Completed state. If no approvers are mapped to the phase. Change manager. When all tasks are marked Closed. the change moves to the Scheduled state and requires the Change Manager or Change Assignee to move it forward. Change states and approval phases 21 BMC Software Inc. the task group is set to Work in Progress and the first task is set to Pending or Assigned. task group is set to Closed.. Change Manager or Change Assignee enter information into Actual Start Date. Change managers and Change Assignees can approve change on behalf of approvers if they are defined as alternates.0 Step 9 The change remains in the Scheduled for Approval state if there are Step 10 Step 11 Step 12 Step 13 Step 14 Step 15 Step 16 approvers in the Implementation Approval phase. If the Status Reason is set to Final Review Required.Configuring and Using Approvals with BMC Remedy Change Management 7. Task implementers can start work on tasks. If the Status Reason is set to Final Review Complete. the change moves to the Completed state. If the change is approved. Actual End Date. Confidential . Change manager or Change Assignee is notified when final review is completed. If no approvers are mapped to the Close Down Approval phase. and change requester are notified that change is completed. Approval group or approvers are notified that change requests require approval for Close Down Approval phase. When the Change Manager or Change Assignee move the change into the Implementation in Progress state. Change Manager or the Change Assignee must move the change to the Implementation in Progress state.

. Confidential .0 BMC Software Inc.White Paper Figure 1-10: State transitions—Steps 17 to 19 22 Configuring and Using Approvals with BMC Remedy Change Management 7.

. all its tasks are canceled.Configuring and Using Approvals with BMC Remedy Change Management 7. when a change request moves from the Draft state into the Review phase. The change requester is notified of the rescheduled change. requester is notified. and then executes the rules in the order of the approvers who are mapped to the approval phase. Change Manager or Change Assignee moves the change request into the Closed state and its Status Reason is Successful. Overview of how default approvals work 23 BMC Software Inc.Review). Confidential . For example. see “Approval process definitions” on page 32. If a change request is canceled. If approval processes have been defined for a particular company. they are used and the approval process continues. the default workflow on the Change form queries the Approval Process Configuration form to find out which approval process to use. and then executes it. The Approval Server starts the approval process. NOTE For a list of default approvals shipped with Change Management.0 Step 17 After the final review is completed. Overview of how default approvals work When a change request moves from state to state. the Approval Server checks the Review approval process (Change Level IA . the default global approval processes are used and the approval process continues. Flow Status wizard. see “Preconfigured global approval processes” on page 28. (For more information. one of the five approval processes enabled by default to work with Change Management. Step 18 If a change has been rejected. all the task groups and tasks associated with the change are canceled as well. If a task group is canceled.) Otherwise. it can be restarted using the Process Step 19 If change request is canceled.

White Paper Figure 1-11: Change approval process The rules contain the qualifications that set up approvers for each phase of that process.. Confidential . 24 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. and create the approval detail and signature records for the change.

For more information. The rules query this form. the Approval Server sends it to the next level of approvers. You can configure additional processes for your company. only the current level of approvers are displayed even if approvers are specified for several levels.) When the approver approves or rejects the change request.Configuring and Using Approvals with BMC Remedy Change Management 7. as described in “Approver mappings” on page 50. Confidential .) Based on the process type. find the appropriate approvers. (You can view the approvers on the Approvers tab of the change request. the change request moves to the next phase (Business Approval). as needed. (See “Approval states on the Status Flow tab” on page 41. the approval engine continues until there are no approvers found for the process. If the process is a level process type. You must set up the approvers using the Approver Mappings form. After the request or offering is approved.0 If there are no approvers mapped to the Review process. the rules again execute and sets the next status defined in the Approval Process Configuration form. using the appropriate criteria. see “Setting up additional approval processes” on page 34. and then add them to the change request record as the approvers. For example. NOTE Overview of how default approvals work 25 BMC Software Inc. On the Approvers tab. you could create a process that change requests require approvals when they reaches the Planning in Progress state. then the Approval Server first sends the change request to the current level approvers..

.0 BMC Software Inc. see the BMC Remedy Approval Server 7.1. triggered from the manager data stored in the People form.00 Guide for Users and Administrators. Joe’s manager is not likely to be a member of the IT organization. Confidential . Change Management Chain—If you configure an approval process that includes the Change Management Chain process. it uses the Requester For’s manager as the approver. NOTE Rule-based approvals are not included by default in Change Management. with impacted areas or configuration items (CIs). or groups of approvers. if Joe in your shipping department wanted to upgrade the operating system on his computer and created a change request that required the Change Management Chain approval process.White Paper Approval process types For detailed information about defining the approval processes and rules in the AR System Approval Server. it would be sent to Joe’s manager for approval. Level—Associates individual approvers. and therefore might not be aware of additional issues surrounding Joe’s request. Change Management provides the following approval process types: Ad Hoc—Provides routing authority to each approver without requiring the administrator to create approver mappings for every individual or role. This process is workflow-driven. 26 Configuring and Using Approvals with BMC Remedy Change Management 7. For example. The Ad Hoc approval process type is used in the Change Ad Hoc Review with the $CAB Manager Login$ as the first approver.

For example. if you enter 1. the following error message is displayed: Only one 'Approval Phase' for '$Company$' can be set to use the 'Parent-Child' 'Process Type'. you are allowed only one record per company with the process type of Parent-Child. Confidential . the chain extends only to Joe’s manager. the manager of Joe’s manager must approve the upgrade. and so on. you should create only one unique approval process record per phase. Overview of how default approvals work 27 BMC Software Inc. the Max Approval Levels field appears in the Approval Process Configuration form. In addition.. NOTE For Change Management. your approvals will not work as expected. You can specify how deep you want to go in the management chain. If you enter 2. If an administrator attempts to create a second approval phase with the Change Management Chain (Parent-Child) process type selected. Otherwise.0 Figure 1-12: Change Management Chain approval process If you select the Change Management Chain process. as shown in Figure 1-12.Configuring and Using Approvals with BMC Remedy Change Management 7.

or if no approvers are defined. This level approval process occurs when the change reaches the Review phase. this Ad Hoc approval process applies only to changes with a Timing setting of No Impact.. If approved. These “best practice” approval processes are already defined for you by default. you could use this process with any approval phase. the status of this approval process for this phase is Enabled. If no approvers are mapped.Ad Hoc By default. Confidential .No Impact phase. By default. the status of this approval process for this phase is Enabled. the change moves directly to the Business Approval phase and requires the Change Manager or the Change Assignee to move the change forward. see “Configuring additional No Impact processes” on page 47.0 BMC Software Inc. For more information. When the change moves through the process flow and Change Manager approves the change in the Business Approval . the change moves to the Business Approval phase. The preconfigured approval processes are as follows: Table 1-2: Preconfigured approval phases and processes Approval Phase Review Process Change Level IA Review Definition Used with Impacted Areas on the Approver Mappings form. These global definitions specify which state occurs next if an approval is approved or rejected. By default. Business Approval No Impact Change . You use this process for pre-approved No Impact changes where the change is automatically scheduled after the approval phase is satisfied. it then moves to the Scheduled state. 28 Configuring and Using Approvals with BMC Remedy Change Management 7. However.White Paper Preconfigured global approval processes Change Management ships with preconfigured approval processes designed for global use.

If approved. This level approval process occurs when the change reaches the Close Down Approval phase. By default.0 Table 1-2: Preconfigured approval phases and processes (continued) Approval Phase Business Approval Process Change Level IA Business Definition Used with Impacted Areas on the Approver Mappings form. This level approval process occurs when the change reaches the Business Approval phase. If no approvers are mapped. the change moves to the Completed state and the Status Reason remains as Final Review Required. If the change is approved. Overview of how default approvals work 29 BMC Software Inc. If no approvers are mapped. the status of this approval process for this phase is Enabled.Configuring and Using Approvals with BMC Remedy Change Management 7. This level approval process occurs when the change reaches the Implementation Approval phase. the change moves to the Scheduled state and requires the Change Manager or Change Assignee to move the change forward. the status of this approval process for this phase is Enabled. Close Down Approval Change Level IA Close Down Used with Impacted Areas on the Approver Mappings form. If approved. By default. By default. If no approvers are mapped. Implementation Approval Change Level IA Implementation Used with Impacted Areas on the Approver Mappings form. the change moves to the Planning in Progress state and requires the Change Manager or Change Assignee to move the change forward. the change moves to the Planning In Progress state. the status of this approval process for this phase is Enabled. the change moves to the Completed state and the Status Reason is automatically updated to Final Review Complete. the change moves to the Scheduled state. Confidential ..

Most general of approval phases. See “Setting up additional approval processes” on page 34. To use them. Used with configuration items (Impacted Area/ CI tab) on the Approver Mappings form.White Paper Change Management also includes approval processes for general changes and changes associated with CIs. For example. you must also set a CI name or CI type in the approval mapping. For more information. Change Management The Parent-Child process type uses the Chain Requester For’s manager as the approver. Used with configuration items (Impacted Area/ CI tab) on the Approver Mappings form. Most general of approval phases. Most general of approval phases. Used with configuration items (Impacted Area/ CI tab) on the Approver Mappings form. When you use these additional approval phases. you can modify existing process definitions to Change Level CI processes for global use or for a specific company. if you create a CI approval process. as described in Table 1-3. Can be used with fields configured on the Categorization and Role tabs on the Approver Mappings form.Close Down Change Level CI Close Down Works with which approver mappings Most general of approval phases. Can be used with fields configured on the Categorization and Role tabs on the Approver Mappings form. Used with configuration items (Impacted Area/ CI tab) on the Approver Mappings form.0 BMC Software Inc. you will probably need to modify your corresponding approver mappings as well. Can be used with fields configured on the Categorization and Role tabs on the Approver Mappings form. Can be used with fields configured on the Categorization and Role tabs on the Approver Mappings form. Table 1-3: Additional approval phases and processes Approval Phase Review Process Change Level Review Change Level CI Review Business Approval Change Level Business Change Level CI Business Implementation Approval Change Level Implementation Change Level CI Implementation Close Down Approval Close Down Approval Any phase Change Level . Confidential .. see the following procedures: “Configuring approvals for CI changes” on page 42 “Approver mappings” on page 50 30 Configuring and Using Approvals with BMC Remedy Change Management 7.

roles.. For example. and then click the View button. see the BMC Remedy Approval Server 7. Confidential . and so on directly in the AP:Administration form. you can open the AP:Administration form and view them from the Process tab. Overview of how default approvals work 31 BMC Software Inc. click the Process tab. To access the AP:Process Definition form from the AP:Administration Console.00 Guide for Users and Administrators. until you have exhausted all the configuring options in the ITSM Foundation forms.Configuring and Using Approvals with BMC Remedy Change Management 7.1. Figure 1-13 highlights the Review (Change Level IA Review) process. rules. select a process. Figure 1-13: AP:Administration Console—Process tab IMPORTANT You should avoid modifying processes.0 Viewing approval processes in the Approval Server For a deeper understanding of how these global approval processes are defined in the Approval Server. For more information on approval processes.

. These are designed for “global” use.White Paper Approval process definitions The Change Management application defines five default approval phases. Figure 1-14: Relationship of company approval process definitions to global definitions IMPORTANT ITSM Patch 006 is required for this workflow to operate as expected. and most companies should not have to create additional approval definitions. 32 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. Confidential .

you can create a process that bypasses the normal approval process for emergency change requests. the approval engine then uses the global definitions. you can use the Approval Process Configuration form to create additional approval process definitions.0 However. create copies of these processes. For example. as shown in Figure 114. see “Setting up additional approval processes” on page 34. Approval process definitions 33 BMC Software Inc.Configuring and Using Approvals with BMC Remedy Change Management 7. see “Bypassing the approval process for emergency changes” on page 44.) IMPORTANT Do not modify the predefined best practice phases. the approval engine first evaluates any company definitions you have created and the global definitions are ignored.. When a change request reaches an approval phase. (For more information. If you create company-based approval processes. Confidential . remember that these take precedence over global definitions. If there are no company definitions. For detailed instructions. either for global use or for the company designated as the Change Manager support company on the Assignment tab in the Change form. If you need alternate process definitions.

the Review approval process). As a result. But remember that. you can combine approval processes as needed. Confidential .White Paper Setting up additional approval processes When you create and save a company approval process (for example. and the change will continue to the next state. you can set up one enabled Review approval. but DEF Company can use the default global processes. You can edit these approval processes as needed. Proposed). you might decide ABC Company needs custom approval processes. You can create additional phase approval processes as needed. In addition. you are allowed only one enabled phase approval record for global use or for each company. based on the default global settings. after you have created these company approval processes. in a multi-tenancy environment. For example. the Approval Server will skip the company Review approval process (because it is offline) and ignore the global Review process (even if it is enabled). if you disable the Review approval process for your company and a change reaches the Review phase. IMPORTANT You can have only one record in a given phase—that is. 34 Configuring and Using Approvals with BMC Remedy Change Management 7. the system automatically creates the remaining approval process definition records for your company. one enabled Business Approval approval. That is. but they must be offline or in another state (for example. To revert to the global processes. you must offline all the company approval records from the Approval Process Configuration form. and so on.0 BMC Software Inc. the global processes are no longer functional for your company..

and then click Open.. You use this form to set up approvals for change requests.Configuring and Using Approvals with BMC Remedy Change Management 7.0 To set up company approval processes 1 From the Application Administration Console. Figure 1-15: Approval Process Configuration form (for companies) 3 Enter information in the following fields: Field Name Form Name Action and description Select a form name. different forms are available in the list. Depending on which ITSM applications are installed on your system. there is only one form: CHG:Infrastructure Change. Approval process definitions 35 BMC Software Inc. The Approval Process Configuration form appears in New mode. This is the form from where requests will be generated. 2 Choose Foundation > Advanced Options > Approval Process Configuration. click the Custom Configuration tab. Confidential . For Change Management.

or Delete. The Company field lets you control access within Change Management. See “Approval process definitions” on page 32 for more information. Note: Change Management supports multi-tenancy.. Archived. Process Type 36 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. A preconfigured corresponding process type appears when you select the process name. Confidential . The phase name identifies the mapping of approval process to the company and is associated with the company for which this approval is being defined. the approval process applies to all companies. Indicate at which phase of the request this approval definition should be executed by entering text in this field. Status Select a status for the approval definition. Note: You can have multiple records for the same phase. You can create a process flow for ABC Company and a completely different flow for XYZ Company. If the process should not be available in Change Management. you can select the appropriate status: Proposed. as long as the Phase Name is unique when it is combined with the Form Name. This process name was created in the approval engine. Description Phase Name Enter a description of this approval definition. Selecting a process automatically fills the Process Type field. Company. Process Name Select the process that should be used for this approval definition from the list of processes you configured. Offline. Obsolete. For more information. For more information. see “Preconfigured global approval processes” on page 28. which means that you can configure different approval definitions for different companies. If you select Global. see “Configuring additional No Impact processes” on page 47. The status must be set to Enabled for the approval definition to execute. and Status.White Paper Field Name Company Action and description Select the company (designated as the Change Manager support company on the Assignment tab in the Change form) that will be using this approval definition.

when a change reached the Review phase and the Impacted Areas values did not match the Approver Mappings..Review instead. The change would then move ahead to the next state. Approval process definitions 37 BMC Software Inc. to see if any approvers can be found. the Process Name is Change Level IA .0 Field Name Impacts Approval Status Action and description Select Yes or No to indicate whether this approval definition impacts the Approval Status area (in the change request).Configuring and Using Approvals with BMC Remedy Change Management 7. In the particular example below (as shown in Figure 1-15). if you cleared the Default Process Name field. if no approvers are found for the Process Name. For example. Default Process Name Select another process from the menu list. This setting specifies whether this approval mapping affects the Overall approval status field on the Change form where this approval mapping is used. By contrast. In general. Confidential .Review process) did not match the Approver Mappings. unless you specifically need it.Review. see “Bypassing the approval process for emergency changes” on page 44. the change uses the Change Level . the Change Level . By default. if a change reaches the Review phase and the Impacted Areas values (based on the Change Level IA . the change would not have any fallback processes to use. Note: This setting is optional and you should not set it. System Approval Select Yes to allow bypassing the approval process when the approval Flag is moved from the current state to another state. then the Default Process Name is checked. Note: For an example of how you can use this flag.Review process is the default process used if there is no match between the impacted areas on the Change form and the Approver Mappings form.Review and the Default Process Name is Change Level .

change requests start in the Draft state.White Paper Field Name Sort Order Action and description To create multiple approval definitions for a specific phase (Review1. you must sort the execution order. The Begin column indicates the default state that starts the approval process. for example.. Review2. Confidential . You use the Status Flow tab to customize an alternative process flow. for the Request for Authorization state. for change requests. This setting makes sure that the right mapping is returned by the approval engine.0 BMC Software Inc. the Status changes to Request For Authorization and the approval process starts (as indicated in the Begin column). then the states that appear in the Status menu lists are derived from the Status field of the Change form. 38 Configuring and Using Approvals with BMC Remedy Change Management 7. When the change request is submitted and moved to the next stage. this is Request for Authorization. and so on). 4 Click the Status Flow tab to set up the approval cycle for the specific change request. If you are configuring the approval cycle for a change request. Figure 1-16: Approval Definition form—Status Flow tab For example.

If the change request is rejected. If the approval engine does not find any approvers. 5 To create a status flow. its Status changes to Request For Change (as indicated in the No Approver column). If there are no approvers defined for the change. see “Approval states on the Status Flow tab” on page 41.. the approval engine changes the status and status reason values on the relevant form to the values you configure here. the approval engine changes the status and status reason values on the relevant form to the values you configure here.Configuring and Using Approvals with BMC Remedy Change Management 7. Approval process definitions 39 BMC Software Inc. its Status changes to Request For Change (as indicated in the Approved column). If the change request is approved. the approval engine changes the status and status reason values on the relevant form to the values you configure here. its Status changes to Rejected (as indicated in the Rejected column). follow these steps: NOTE For more details on these approval process states. d Define a status and a status reason (optional) for the No Approvers state. b Define a status and a status reason (optional) for the Approved state. c Define a status and a status reason (optional) for the Rejected state. a Define a status and a status reason (optional) for the Begin state.0 If the change request is approved. This field specifies which status starts the approval process. If the change request is rejected. Confidential .

You can include other fields in a change request to qualify which approval process to use for a particular request.White Paper 6 Click the Additional Qualifications tab. 40 Configuring and Using Approvals with BMC Remedy Change Management 7. and timing 7 Click Save.. change timing. Confidential .0 BMC Software Inc. the default Business Approval . select additional fields from the change request to qualify the approval process for a particular approval phase. as shown in Figure 117. For example. You can select any combination of change type. Figure 1-17: Approval Definition form—Additional Qualifications tab To create additional qualifications in the approval process.No Impact process is triggered by the No Impact setting in the Timing field on the Change form.

By default. Approval definitions are defined for change requests by company. When the approval process starts. if the change is approved in the Review phase. This means that when the Status and Status Reason fields for the change records match the value specified in the Begin column. it then moves to the status of Request For Change. Confidential .0 Approval states on the Status Flow tab The states (and lifecycle) of change requests are completely dependent on the settings defined in Status and Status Reason fields on the Status Flow tab of the Approval Process Configuration form. as follows: Begin state—This state is an indicator to the Approval Server for starting the approval process.Configuring and Using Approvals with BMC Remedy Change Management 7. Whenever there is a change in the Status and Status Reason for a change request. Approved state—If one or all approvers have approved the change request. the locked Status and Status Reason fields on those records will be unlocked and the records will go through the rest of their life cycle. If a definition is found. the Review phase does not begin until the change request reaches the status of Request for Authorization. Approval process definitions 41 BMC Software Inc. By default. the workflow searches the Approval Process Configuration form to see if there are any approval definitions for the current process combination. then the Approval Server changes the Status and Status Reason fields values on the change request to match the values configured here. At that time. then the process name will be returned to the change request and the application command to the Approval Server to start the approval process is issued. An explanation of the approval states are provided. so you can configure several definitions as needed. the approval process will be started. the Status and Status Reason fields are locked to prevent further changes to the change request record until there is a decision (approved or rejected) from the approvers..

To access the AP:Rule Definition form from the AP:Administration Console. you must also map approvals that specify CIs for the entire approval process to work as expected. you must specify either the CI Type or the CI Name. see “Mapping approvers to approval phases” on page 61. see the BMC Remedy Approval Server 7.) 42 Configuring and Using Approvals with BMC Remedy Change Management 7. The following example configures the Review approval phase to use the Change Level CI .White Paper NOTE The Approved state is based on the rules set up in the Approval Server (in the AP:Rule Definition form. as shown in Figure 1-18).0 BMC Software Inc. When creating these approver mappings. select a rule. For more information on rules in the Approval Server. Figure 1-18: AP:Rule Definition form Rejected state—This state defines the values of the Status and Status Reasons fields for change requests if a record is rejected.1. Configuring approvals for CI changes To configure the approval process for change requests associated with CIs. then the Status and Status Reason field values on the two forms will be changed to the values specified.00 Guide for Users and Administrators. In addition. you should choose a phase and a process that works with CI properties. No Approvers state—If the Approval Server does not find any of the mapped approvers. Confidential . and then click the View button. (For more information..Review process. click the Rule tab.

then click Open. you will use the Review phase record to modify the Process Name to Change Level CI . For more information. see the following sections: “Preconfigured global approval processes” on page 28 “Approver mappings” on page 50 To configure approvals for change requests associated with CIs 1 From the Application Administration Console. the Approval Engine starts the approval process and creates an approval signature for the approver.Configuring and Using Approvals with BMC Remedy Change Management 7. 2 From the Application Settings list. Figure 1-19: Approval Process Configuration form 3 Search for an existing record that you can use to modify. In this example. Approval process definitions 43 BMC Software Inc.0 After you have finished with the CI approval process and the approval mapping.. The Approval Process Configuration form appears. choose Foundation > Advanced Options > Approval Process Configuration. when a change request associated with a CI reaches the Review phase. click the Custom Configuration tab.Review. Confidential .

ABC Company. you must create a new company record on the Approval Process Configuration form. for example. Change Level CI . you are prompted that the system created additional template process definition records for all your approval phases (if you created additional approval definition phases). You can modify these new records as needed. To bypass the approval process for emergency changes. Make sure you use the correct CI process that corresponds to the proper phase. 5 Select the appropriate status.. 44 Configuring and Using Approvals with BMC Remedy Change Management 7. the default behavior you expected for changes with impacted areas no longer applies. for example. 11 Select all the begin and end states for the process. Bypassing the approval process for emergency changes You can configure emergency change requests to bypass some approval phases. These new definition records are based on the global settings. for example. Review. 9 Enter or select the CI process that corresponds to the phase. the new approval process phase will be used for changes with CIs. when a change is created for ABC Company. 10 Click the Status Flow tab.White Paper 4 Select the Form Name and Company for this approval process. 13 Modify the remaining definitions for your company. Confidential . As a result. 7 Click Save. 12 (Optional) Add any additional qualifications tab to the process. 8 Open the new Review phase record for your company. In addition.0 BMC Software Inc. If this is the first company configuration record you created. for example. 6 Select a phase name.Review. Enabled.

choose Foundation > Advanced Options > Approval Process Configuration. The Approval Process Configuration form appears. 2 From the Application Settings list. 6 Enter a phase name.. 4 Select Enabled for the status. Emergency. for example. then click Open.Configuring and Using Approvals with BMC Remedy Change Management 7. click the Custom Configuration tab. Approval process definitions 45 BMC Software Inc.0 To bypass the approval process for emergency changes 1 From the Application Administration Console. for example. 8 Click the Status Flow tab. ABC Company. 7 Enter or select a process name. Figure 1-20: Approval Process Configuration form 3 Select the Form Name and Company for this approval process. Confidential . 5 Set the System Approval Flag to Yes so that no approvers can be mapped to this process on the Approval Mapping form.

White Paper Figure 1-21: Status Flow tab

9 Select the begin and end states for the process. 10 Click the Additional Qualifications tab. Figure 1-22: Additional Qualifications tab

11 Select Emergency in the Change Timing list. 12 Click Save.

46 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc., Confidential

Configuring and Using Approvals with BMC Remedy Change Management 7.0

When a change is created for ABC Company, and Emergency is selected in the Timing field, the new approval process phase will be used, bypassing the normal change states.

Configuring additional No Impact processes
No Impact changes are not treated any differently than standard changes. As a result, default changes that are No Impact go through all the same approvals required for normal changes. The exception is the Business Approval - No Impact phase that by default has a No Impact specific process created. If an administrator wants to bypass some of the approval phases, there is a relatively straight forward solution, based on what you have already learned about configuring additional processes for changes. For information on how to configure these processes, follow the steps in “Setting up additional approval processes” on page 34 and “Bypassing the approval process for emergency changes” on page 44.

To configure additional No Impact processes
1 On the Approval Process Configuration form, configure Review and

Close Down Approval approval processes that are specifically used for No Impact changes. You can give the same phase name as the others processes.

NOTE
You do not need to create a Implementation Approval process for No Impact changes, because the default Business Approval – No Impact process goes from the Begin status of Request for Change to a finished Approved status of Scheduled. As a result, the change bypasses the Implementation Approval phase that starts at the Scheduled for Approval status.

Approval process definitions 47 BMC Software Inc., Confidential

White Paper 2 In the Phase Name field, append - No Impact to them.

For example, you would enter Close Down Approval - No Impact, essentially like you did when configuring an emergency change process. Make sure you use a useful name to denote that these processes are for No Impact changes. This process then overrides the generic approval process that comes from the Status Flow and Additional Qualifications tabs.
3 On the Status Flow tab, make sure the Begin status is the same as the

other approval process that you want to override.

4 On the Advanced Qualification tab, select No Impact from the Change

Timing field.

With this setting, when a No Impact change is created, workflow is triggered to find and use the more specific approval process for No Impact changes.
5 Save your results.

Creating people and mapping roles for approvals
When a change request is configured to require approval, you should review who the approvers are and, if appropriate, create additional approvers. The following rules apply:

You can add Individuals or Support Groups as approvers. Group approval requests are sent only to group members with the Infrastructure Change Approver role. If an individual approver is needed, only people defined within the People form can be chosen as approvers.

48 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc., Confidential

for example. choose Foundation > People > People. 7 Add any other permissions as necessary. 2 From the Application Settings list. You can also click the Create People button in the Standard Configuration tab. click the Custom Configuration tab. 3 In the People form.0 Configuration Guide. give the person the Infrastructure Change Approver support role to include him or her as a group approver.Configuring and Using Approvals with BMC Remedy Change Management 7. but they must use Approval Central to approve them. Creating people and mapping roles for approvals 49 BMC Software Inc.0 To create individual and group approvers NOTE For more information. enter the person’s required information. give the person the required Change Management permissions. NOTE The minimum permissions in Change Management to approve change requests is Infrastructure Change Viewer. Users with these permissions can view change requests in the Change form. 6 In the Support Groups tab. then click Open.. Confidential . Infrastructure Change User. see Chapter 7 in the BMC Remedy IT Service Management 7. 4 Define the person as a member of the Support Staff to include him or her as a group approver. 5 In the Login/Access Details tab. 8 Save your changes. 1 From the Application Administration Console.

for example. Confidential . see the list of phases in Table 1-2 on page 28. (For more information.) Level-type approval process definitions only function after you have created approver mappings. NOTE No approver mappings are provided by default with Change Management 7. 50 Configuring and Using Approvals with BMC Remedy Change Management 7.. By default. you can choose any or all of the five approval phases. as shown in Figure 1-23.0. Review. You use the Approver Mappings form to set up individuals and support groups as approvers for each approval phase of change requests. a change request moves through the entire change management process with only standard approvals. based on the approval process defined in the Approval Process Configuration form (such as impacted area or configuration item). you can only create impacted area approver mappings to work with the default approval phases that are configured to work with Change Management by default. If you do not create any approver mappings. The mappings also work with criteria from the Categorization and Role tabs in the Approver Mappings form. when you create your first set of mappings.White Paper Approver mappings This section describes how to configure approver mappings to work with Change Management.0 BMC Software Inc. By default.

approvers must be mapped. to create configuration item approver mappings. (For more information. but you must create the approval process definitions for yourself. you must create approval process definitions that use the change processes for approvals with CIs. they are not provided by default. For level-type approval processes. Even if the approval mapping records exist. Confidential . Approver mappings 51 BMC Software Inc. The processes are already provided for you with Change Management. they have no effect on these rules.0 Figure 1-23: Approver Mappings form As a result. Only Level rules use the information in the Approver Mappings form..) NOTE The rules of the Management Chain (parent-child type) and Ad Hoc processes in the Approval Server do not look for approval mapping records.Configuring and Using Approvals with BMC Remedy Change Management 7. see “Setting up additional approval processes” on page 34.

You can replace them with specific search terms. as shown in Figure 1-24. for example. as shown in Figure 1-24. Figure 1-24: Approver Mappings form—Impacted Area/CI tab By default. Confidential .0 BMC Software Inc. These are wildcards. which return all records in a query. All CI values are ignored. 52 Configuring and Using Approvals with BMC Remedy Change Management 7. any values you select in the CI Type field. to create an IA approval for a specific company or site. for example. designed to return all records in a join-form query. not all the fields on the Approver Mappings form apply to all approval processes.. IMPORTANT Fields scattered throughout the Approver Mappings form have dots in them.White Paper Field values in Impacted Area approvals When approver mappings are created. These dots in the fields are wildcard placeholders. these four fields used with Impacted Area approval processes.

you can see that the Impacted Areas record that is created by default (in the Impacted Area dialog box) includes the values for Company. and Site fields are automatically used. Approver mappings 53 BMC Software Inc. Region.0 But although six fields in the Impacted Area part of the Impacted Area/CI tab have wildcards. Using Impacted Areas with change requests BMC integrated Impacted Areas as the default processes used with change requests.Configuring and Using Approvals with BMC Remedy Change Management 7. For example. the Change Level IA . the Company. When you work the change request to reach the appropriate approval phase (for example. The only required field is Company. the Review phase).) When you choose Advanced > Impacted Areas in the left navigation pane after you create the change request. Confidential . If you have configured approver mappings using the global phases and then you create a change request. only four fields apply by default to the Impacted Area approval processes: Company Region Site Group Site NOTE An Impacted Area record does not need to include all four fields. Entering values into the other tabs on the form do not affect the CI approval processes.Review process is used with the Review approval phase. and Site. Region. Site Group.. (See Figure 1-25 on page 54. the Impacted Area approval is generated. Site Group.

White Paper Figure 1-25: Impacted areas used in change request (by default) You do not have to use the Impacted Area dialog box to generate these values with the change request. Confidential . by default. You can generate approvals that use the Organization and Department fields as well.. They are generated automatically with the change request. 54 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. as shown in Figure 1-26.

and Site. Approver mappings 55 BMC Software Inc. Region. The second record includes the values for Company. but also Organization. and Site.Configuring and Using Approvals with BMC Remedy Change Management 7. The default record includes the standard values for Company. Site Group.0 Figure 1-26: Creating impacted areas with Organization and Department When you use the Impacted Area dialog box when creating the change request and select an Organization or a Department. Confidential . and Department.. Region. the system now generates two Impacted Area records (as shown in Figure 1-27). Site Group.

.0 BMC Software Inc.White Paper Figure 1-27: Impacted areas used in change request—including Company and Department 56 Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential .

Figure 1-28: Approver mapping now includes Organization and Department When a change request is created with the Organization and Department values from the Impacted Areas (for example. Confidential .. an IA approval now can be generated on the basis of any of the six fields in the Impacted Area. for the Gold Business Unit organization).Configuring and Using Approvals with BMC Remedy Change Management 7.0 Adding mapping field values to Impacted Area approvals If you modify the approver mapping to include Organization and Department. Figure 1-28 shows an approval mapping that uses only three fields. these records can then be matched against IA approval mapping records. Approver mappings 57 BMC Software Inc.

you can generate the following approvals. For example. Confidential . The following fields are optional: Region Site Group Site Organization Department 58 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. using only the global processes and creating just two mappings. Table 1-4: Approver Mappings Individual approver mapping Fred Espagna Approval process phase Review IA fields used in change request Company is required. as needed. The following fields are optional: Region Site Group Site Lanny Bosque Review Company is required..White Paper Using the Impacted Areas dialog box (combined with approver mappings) gives you the ability to create multiple approvals.

Figure 1-29: Approvals generated based on Impacted Areas Approver mappings 59 BMC Software Inc.)..0 If a change request is created and the only impacted area is Company.Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential . only one approval is generated in the Review phase for Fred to approve. But if the change request includes the impacted areas of Organization or Department. two approvals are generated: one for Fred and one for Lanny (Figure 1-29.

all Impacted Area values are ignored. only the fields in the Configuration Item area of the Impacted Area/CI tab apply to the CI approval processes. Confidential . Figure 1-30: Approver Mappings form—Configuration Item These fields used with Configuration Item approval processes If you configure CI approval processes.. 60 Configuring and Using Approvals with BMC Remedy Change Management 7. Entering values into the other tabs on the form do not affect the CI approval processes.White Paper Adding mapping fields to approvals for CIs Conversely. NOTE The one exception is that the Notify if Risk and Approve if Risk fields (on the Advanced Criteria tab) apply to all level processes.0 BMC Software Inc. including CI approval processes.

and Support Group Name. NOTE 2 Enter information in the following fields: Field Name Approval For Action and description Select the type of approver.00 Guide for Users and Administrators in the section on roles. For more information. choose Change Management >Approval > Approval Mappings.Configuring and Using Approvals with BMC Remedy Change Management 7. and the choices available in the Support Group menu list are dependent upon the option you select for Support Organization. the First Name. see “Creating group mappings” on page 74. enter the individual’s last name and press the Enter key. only one approver in the group must sign off on the approval before it can move to the next state. The choices available in the Support Organization menu list are dependent upon the option you select for Support Company.0 Mapping approvers to approval phases This section describes how to map approvers to approval phases. as described in “Creating group mappings” on page 74. The options are: Individual—If you select this option. For more information. Support Organization. all the people who belong to the support group and have the Infrastructure Change Approver functional role are set up as approvers. Always select the Approval Indicator field first. and then click Open. Group—If you select this option. To map approvers to approval phases 1 From the Application Administration Console. The bottom half of the form is empty until you select an item in the Approval Indicator field. Note: If you select the Group option. and Approver ID fields are replaced by Support Company. see the BMC Remedy Approval Server 7. The Approver ID (or login name) is automatically populated. see “Creating individual mappings” on page 69. Last Name. Confidential .. By default. Approver mappings 61 BMC Software Inc. Select values for each field. The Approver Mappings form appears in New mode. For information on modifying the If Multiple Approvers setting in the AP:Administration form.1.

this field appears. select a status of Enabled. This field is auto-populated with the login name of the person who is creating this approver mapping. this field appears. Phase Company Phase company for this approver definition. This option maps the approval phase to the approver. Enter the support group name. Approval Indicator Select which form this approver mapping definition will affect.White Paper Field Name First Name Last Name Approver ID Action and description If you select Approval For Individual. you create approver mappings for Change. Selecting No prevents all generation of approvals for the group or individual. The Login ID of the approver automatically is included when you select the approver. this read-only field appears. Enter the support organization. You can select the following options: Support Company Support Organization Support Group Name Assignment Availability Submitter Status Proposed Enabled Offline Obsolete Archive Delete For the approver mapping to be available. Enter the support company. Use auto-fill to enter the approver’s last name. If you select Approval For Group. If you select Approval For Individual. this field appears. the form reappears.. For Change Management. Confidential . If you select Approval For Individual. Existing approvals are not affected. containing only those mapping fields that are appropriate for the Change Management application. Select Yes to specify if the individual or group is available for the approval.0 BMC Software Inc. this field appears. The other options are: Purchase Requisition Service Request Service Request Definition After you select Change. Enter the first name of approver. If you select Approval For Group. If you select Approval For Group. this field appears. Indicates the current status of the group or individual approving the the change request. 62 Configuring and Using Approvals with BMC Remedy Change Management 7.

the Phase Company field is automatically populated. Figure 1-31: Approver Mappings form—Impacted Area/CI tab Approver mappings 63 BMC Software Inc.0 Field Name Phase Name Action and description Select which approval phase needs mapping in the application. By default. see “Preconfigured global approval processes” on page 28. 3 Use the following additional mappings as needed: The Impacted Area/CI tab is used to map approvers to the change’s impacted areas or CIs. Description Enter a description for this approver mapping. For more information on the approval phases included with Change Management.. You enter a number to determine the order in which the approvers are defined. Approvers who are assigned lower numbers approve changes before those who have higher numbers. Approval phases are used to define when the approval is required during the life cycle of the approval indicator record. Confidential . A list of all available approval phases appears.Configuring and Using Approvals with BMC Remedy Change Management 7. their approval phases are displayed as well. the only phases that appear are global. Note: When you select a phase name. Level Specify the level of approval for the individual or group. The level number defines the routing sequence within the approval hierarchy. But if you create additional companies.

White Paper IMPORTANT You can also map approvers to the CIs associated with the change if you customize an approval process definition that uses the CI processes. Figure 1-32: Approver Mappings form—Categorization tab 64 Configuring and Using Approvals with BMC Remedy Change Management 7. place your cursor in the CI Name field and then press ENTER. Table 1-5: How CIs are selected Select On CI Type Action If you select on CI Type. The fields in the Categorization tab apply to the Impacted Areas and general approval processes. CI Type > System > Computer System. Confidential . If you map approvers to CIs.0 BMC Software Inc. To retrieve a list of CIs. If you select on CI Name. CI Name The Categorization tab is used to map approvers to services specified in the change and product categorizations of the change. you must specify how the CI is selected. Perform a search for a CI and then click Select. for example.. The CI Relationship Search window appears. see “Configuring approvals for CI changes” on page 42. The CI Name+ and CI ID fields are then populated. For more information. you must enter a specific CI Name. you must select a specific CI type from the menu.

0 The Role tab is used to map approvers based on the support groups defined within the change. Figure 1-33: Approver Mappings form—Role tab The Advanced Criteria tab is used to map approvers based on specific criteria. Confidential . If no values are specified. Approver mappings 65 BMC Software Inc. The fields in the Role tab apply to the Impacted Areas and general approval processes.Configuring and Using Approvals with BMC Remedy Change Management 7. These are courtesy notifications that do not require the recipient to perform any action. The fields in the Advanced Criteria tab apply to the Impacted Areas and general approval processes. the approval is generated for any risk level. You can also use the Approve if Risk <= field to set up approvals based on risk level. Figure 1-34: Approver Mappings form—Advanced Criteria tab You can use the Notify if Risk < field to set up notification-only approvals based on risk level..

Table 1-6 explains these interactions in more detail. The label of the Notify if Risk < was modified in Patch 005 (the previous label was Notify if Risk >=) to fix Defect SW00262385. Patch 001 fixes the functionality of the non-approval notifications.. if you select Approve if Risk <= Risk Level 2. In addition.0 BMC Software Inc. Table 1-6: Interactions between change risk levels and approver mappings Approval mapping where Approve if Risk <= is empty and Notify if Risk < Risk Level 1 Change risk level 1 2 3 4 5 Change risk level 1 2 3 4 5 Approval signatures generated Non-approval notifications generated Yes Yes Yes Yes Yes No No No No No Approval mapping where Approve if Risk <= Risk Level 1 and Notify if Risk < Risk Level 2 Approval signatures generated Non-approval notifications generated No Yes Yes Yes Yes Yes No No No No 66 Configuring and Using Approvals with BMC Remedy Change Management 7. the Notify if Risk < field is automatically set to Risk Level 3. The Approve if Risk and Notify if Risk fields work in conjunction with each other.White Paper NOTE Risk Level 1 is the lowest and Risk Level 5 is the highest risk. Confidential . For example. The support staff person is required to approve all normal changes that have a Risk Level of 3 or greater. he or she is notified of similar changes with a Risk Level of 1 or 2.

. Yes Yes Yes Yes Yes Approver mappings 67 BMC Software Inc.0 Table 1-6: Interactions between change risk levels and approver mappings Approval mapping where Approve if Risk <= Risk Level 2 and Notify if Risk < Risk Level 3 Change risk level 1 2 3 4 5 Change risk level 1 2 3 4 5 Change risk level 1 2 3 4 5 Change risk level 1 2 3 4 5 Approval signatures generated Non-approval notifications generated No No Yes Yes Yes Yes Yes No No No Approval mapping where Approve if Risk <= Risk Level 3 and Notify if Risk < Risk Level 4 Approval signatures generated Non-approval notifications generated No No No Yes Yes Yes Yes Yes No No Approval mapping where Approve if Risk <= Risk Level 4 and Notify if Risk < Risk Level 5 Approval signatures generated Non-approval notifications generated No No No No Yes Yes Yes Yes Yes No Approval mapping where Approve if Risk <= Risk Level 5 and Notify if Risk < is empty Approval signatures generated Non-approval notifications generated No No No No No 4 Click Save. Confidential .Configuring and Using Approvals with BMC Remedy Change Management 7.

nor does the Change Request Management Chain process. Confidential . approver mapping records are joined with Change IA records.White Paper In conclusion. Change CI records. NOTE Approval mapping records are specifically for the Change Level processes. or Change records to provide data for approval processing rules.. The Change Ad Hoc process does not use the Approver Lookup record. 68 Configuring and Using Approvals with BMC Remedy Change Management 7. The Approval Server uses various join forms to select approvers for specified processes.0 BMC Software Inc.

Confidential . Figure 1-35: Approval process with multiple levels Approver mappings 69 BMC Software Inc..Configuring and Using Approvals with BMC Remedy Change Management 7.0 Creating individual mappings This section provides a step-by-step example of how to configure individual approver mappings to work with Change Management.

70 Configuring and Using Approvals with BMC Remedy Change Management 7. Only John and Alice have the Infrastructure Change Assignee functional role. User Joe User John Change Application Permissions Infrastructure Change User Infrastructure Change User Support Group N/A IT Hardware Support Group Functional Role N/A Infrastructure Change Assignee Infrastructure Change Approver Infrastructure Change Assignee Infrastructure Change Approver Alice Approval Infrastructure Change User IT Hardware This example also illustrates the use of multiple levels of approvals.White Paper This example walks you through two distinct procedures: Creating individual mappings (this procedure) Creating group mappings (page 74) The example uses three different logins to test the interactions between Change Management and the Approval Server.. Before creating the individual approver mappings. Confidential . IT Hardware). NOTE To complete the group mapping example. you should already have created three different users in the People form with Infrastructure Change User permissions. you should also assign two of these users Infrastructure Change Approver functional roles and make sure they are in the same support group (for example.0 BMC Software Inc.

and then click Open. in the application. John Change.0 To create individual mappings 1 From the Application Administration Console. Change. 3 In the Approval Indicator field. Review. for example. NOTE To map an individual approver. let the Level field setting remain as zero for the time being. select which form this approver mapping definition will affect. you can select any individual who has a record in the People form. 5 Do not create any other mappings for now. Approver mappings 71 BMC Software Inc.Configuring and Using Approvals with BMC Remedy Change Management 7. the Phase Company field is automatically populated.. Confidential . for example. 4 In the Phase Name field. choose Change 2 In the Approval For field. for example. Management >Approval > Approval Mappings. For example. select Individual. select which approval phase needs mapping NOTE When you select a phase name. It is not necessary to select a person with the Infrastructure Change Approver functional role.

0 BMC Software Inc. whenever a change request is moved to the Review. the change request cannot be moved from the Request For Authorization state until this individual approves the request. open three instances of the BMC Remedy User client or web client. 72 Configuring and Using Approvals with BMC Remedy Change Management 7.. and then log in to your development server with your sample users. To test the relationship between change requests and the Approval Server. Confidential . create a change request. as shown in Figure 1-36.White Paper 6 Save the approver mapping. Figure 1-36: Approver Mappings—Individual If you have not created any other approver mappings and you did not modify the default approval configuration settings. 8 As Joe User. continue with the following steps: 7 To test the example.

As before. the change request. Make sure the Level setting for her is one (1). and then approve the change request. 11 Log in to your server as John Change. 16 As Joe User. The Approvers table now displays Alice Approver in the list of approvers. If you have correctly created your approver mappings. and then approve the change request. 15 As John Change. and then approve the change request. if Joe clicks the Approver tab. the name of the individual (John Change) that you mapped in steps 1 to 6 appears in the list of approvers. and then move it from Draft to Request For Authorization. She is the second level of approvers who must approve the request before it can be moved to the next stage. You now have created a multiple-level approver mapping—both John Change and Alice Approver must approve the change request before it can move to the next state. create another change request. Approver mappings 73 BMC Software Inc. 17 Log in to your server as Alice Approver. refresh the change request.0 9 Use the Process Flow Status wizard to move the change request from the Draft state to the next stage. He is the first level of approvers who must approve the request before it moves to the next level. Confidential . open the Approval Console. If Joe User tries to approve his own request.Configuring and Using Approvals with BMC Remedy Change Management 7. open the Approval Console. 12 Go back to the window where Joe User is logged in. 14 As Joe User. and then refresh The Approvers table is now empty and the change request has moved to Planning In Progress state. he is prompted that he currently does not have access permissions to approvals. 10 Click the Approvers tab in the change request. he sees that John Change is listed in the list of approvers. 13 Create another approver mapping for Alice Approval for the Review phase.. refresh the contents of the Approval Console.

John Change and Alice Approver are members of the same support group (IT Hardware). set your individual mappings to Offline status. (To access the AP:Role form from the AP:Administration Console. If a change request requires group approval. Creating group mappings This section continues the mappings example by showing how to configure group approver mappings to work with Change Management. and they both have the Infrastructure Change Approver functional role. especially if you require all members of a group to approve the request.. and then click the View button. In the Approval Server integration with Change Management. the Infrastructure Change Approval functional role). Confidential . select a role.White Paper 18 As Joe User. IMPORTANT When an approver list includes functional roles (for example.0 BMC Software Inc. The change request has moved to Planning In Progress state.1. click the Role tab. In this example. 19 To continue testing how approvals work and to prevent confusion with group mappings. group approvals by default require that only one member of the support group must sign the approval to move the request to the next stage. one of them must approve the request before it can move to the next stage. specific settings in the AP:Role form in the Approval Server determine whether the role is expanded into individual signature-line records for each member of the role. see the BMC Remedy Approval Server 7. For more information on how the All Must Sign and If Multiple Approver settings are used in the Approval Server. 74 Configuring and Using Approvals with BMC Remedy Change Management 7. the Infrastructure Change Approval functional role maps to the CAB-Member role name in the AP:Role form.00 Guide for Users and Administrators. or a single signature-line record is created for the entire role.) In the CAB-Member role. refresh the change request. The Approvers table is now empty after both levels have approved the change request.

4 In the Approval Indicator field. select Group. for example. select which approval phase needs mapping NOTE When you select a phase name. Support Organization. choose Change 2 In the Approval For field. the IT Hardware support group includes both John Change and Alice Approver. and then click Open. 5 In the Phase Name field. and Management >Approval > Approval Mappings. select which form this approver mapping definition will affect.0 Figure 1-37: AP:Administration Console—Role tab To create group mappings 1 From the Application Administration Console.Configuring and Using Approvals with BMC Remedy Change Management 7.. 3 When you select a Support Company. Review. the Phase Company field is automatically populated. Approver mappings 75 BMC Software Inc. For this example. select a support group that includes people with the Infrastructure Change Approver functional role. Confidential . Support Group. for example. in the application. Change.

White Paper 6 Do not create any other mappings for now. whenever a change request is moved to the Review. as shown in Figure 1-36. For example. To test the relationship between change requests and the Approval Server. open three instances of the BMC Remedy User client or web client. 7 Save the approver mapping. let the Level field setting remain as zero for the time being. 9 As Joe User. continue with the following steps: 8 To simplify the example. create a change request. 76 Configuring and Using Approvals with BMC Remedy Change Management 7. the change request cannot be moved from the Request For Authorization state until this support group approves the request..0 BMC Software Inc. Figure 1-38: Approver Mappings—Group If you disabled the individual approver mappings and you did not modify the default approval configuration settings. Confidential . and then log in to your development server with your sample users.

and then refresh The Approvers table is now empty and the change request has moved to Planning In Progress state. he is prompted that he currently does not have access permissions to approvals.. and then approve the change request.0 10 Use the Process Flow Status wizard to move the change request from the Draft state to the next stage. 13 Go back to the window where Joe User is logged in. the change request.Configuring and Using Approvals with BMC Remedy Change Management 7. 11 Click the Approvers tab in the change request. If you have correctly created your approver mappings. Figure 1-39: List of approvers in the IT Hardware support group 12 Log in to your server as John Change. Confidential . as shown in Figure 1-39. Approver mappings 77 BMC Software Inc. the names of the individuals (John Change and Alice Approver) from the IT Hardware support group that you mapped in steps 1 to 6 appears in the list of approvers. open the Approval Console. If Joe User tries to approve his own request.

including those with Approval Server integrations. All applications. but no individual approvers are listed. the integration updates are not only from Change Management integration. The approval is pending. Troubleshooting problems with group mappings The Change Management integration with the Approval Server pushes data in one direction from specific ITSM foundation forms to the AP:Role and AP:Alternate forms.White Paper NOTE If you wanted to create a multiple-level group approver mapping. NOTE The ITSM foundation forms are common to all ITSM applications.. If you created a group mapping. By default with Change Management 7. 78 Configuring and Using Approvals with BMC Remedy Change Management 7.x. Asset Management and SRM all load the approval server foundation (APSFND) integration and so can push data to AP:Alternate.0 BMC Software Inc. the second level of approvers (level 1) must approve the request before it can be moved to the next stage. As a result. push data to AP:Role. users in the People form can add alternates and modify their own entries.0. This means that Change Management updates can overwrite other modifications in AP:Role or AP:Alternate. For example. The GroupId is used for the approval process if a Group is mapped through Approver Mappings. you could create another group approver mapping for another support group and set the Level setting to one (1). or if a Group is added as an ad hoc approver. you might not see the expected approval being generated. Updates to the functional role of Support Groups are reflected in the AP:Role records. the Infrastructure Change Approver role is translated as SGP000000xxxx | CAB-Member in AP:Role records (xxxx is substituted by the Group Id created for the Company). Confidential . Figure 1-40 shows an unresolved approval. In this case. After the first support group approve the change (level 0). both support groups must approve the change request before it can move to the next state.

then the AP:Role record has no members to resolve and generate approval records when the Approval Server attempts to use it. Members with Infrastructure Change Approval role must have Availability set to Yes. Approver mappings 79 BMC Software Inc. Answer the following questions: Question Answer What is the status of If the Support Group is not Enabled. then the related the group? Is it AP:Role records will be Inactive. open the Support Group through the Application Administration Console and note the members of the Infrastructure Change Approval role.. Confidential .0 Figure 1-40: Unresolved group approval If you see this problem. Enabled? What is the availability of members with a functional role of Infrastructure Change Approval? If all members of a Support Group with Infrastructure Change Approval role access become unavailable.Configuring and Using Approvals with BMC Remedy Change Management 7.

Figure 1-41 shows the Approvers tab. or send it back to the requester by assigning it a status of Draft. the change request is set to a status of Scheduled for Review. Direct updates to the AP: records can be overwritten when the related foundation data is synchronized. before moving the change to the Implementation Approval phase. For change requests in the Request for Change status with no approvers. 80 Configuring and Using Approvals with BMC Remedy Change Management 7. see “Change states and approval phases” on page 17. which automatically defaults to the change location. schedules.White Paper NOTE You should perform all updates in the ITSM foundation forms. and so on. Confidential . Once again. the Change Manager or Change Assignee have the opportunity to review change plans. Impacted Areas. cancel it. After a change is planned and built. the Change Manager and the Change Assignee have the opportunity to move the change forward to Planning In Progress. and have the opportunity to perform approvals at several points in the change life cycle.. must be specified to generate automatic approval requests. How approvals work with change requests The Change Manager or Change Assignee controls the overall progression of a change request.0 BMC Software Inc. For more information about approval states and phases.

For more information. For more information. For more information. Add—Creates a new individual or group to approve the change.. see “Adding alternate approvers” on page 89. if they are defined as alternates.0 Figure 1-41: Change form—Approvers tab The following buttons control functions involving Approvers: View Notifications—Opens the APR:Non-ApprovalNotifications form so that you can view notifications in either Pending or Notified status. Confidential .Configuring and Using Approvals with BMC Remedy Change Management 7. see “Adding approvers” on page 87. see “Setting up additional approval processes” on page 34 and “Change states and approval phases” on page 17. Approve—Allows a Change Manager or Change Assignee to approve the change on behalf of the selected approver. Reject—Allows a Change Manager or Change Assignee to reject the change on behalf of the selected approver. The read-only Current Approval Phase field displays what approval phase the change is in during its life cycle. if they are defined as alternates. see “Viewing non-approver notifications” on page 91. see “Adding alternate approvers” on page 89. For more information. For more information. How approvals work with change requests 81 BMC Software Inc.

you can submit the change request to the approval process. TIP When you reach a crucial state and perform an important action. its approvers are notified. NOTE The Approval Process Configuration form is used to configure the sequence when a change request is approved or rejected. When a change requires an approval. see “Setting up additional approval processes” on page 34. or reject the approval. and have supplied all the information that the approvers require to review the change request. cancel. When you have finished planning the change request.0 BMC Software Inc. For more information.White Paper Submitting change requests to the approval phase When an approval is required to move the change request to the next state. You cannot move the change request to the next state unless you first receive an approval. refresh the change request to make sure you are viewing the proper step in the workflow. Notifications are sent according to the method specified in the approver’s record in the People form. 2 Step through the states of your change request. 82 Configuring and Using Approvals with BMC Remedy Change Management 7. To submit the change request to the approval phase 1 Open the change request. or how the system should respond if no approvers are available. Confidential .. the Process Status Flow area prompts you to approve.

do one of the following tasks: Click the accelerator in the Process Flow Status area and then approve. If the change is configured for the change management chain (parentchild) approval process.0 Figure 1-42: Approving the change request 3 When you reach an approval phase. Click the Approvers tab and then approve or reject the change request. If the change is configured for the change level approval process.. all approvers on the first level are notified that they must review the request. If the change is configured for the ad hoc approval process. and automatically moves the change request to the next state. cancel. The signature of the last approver completes the approval process. the Change Manager is notified. Confidential .Configuring and Using Approvals with BMC Remedy Change Management 7. or reject the change request. the requester’s manager is notified. How approvals work with change requests 83 BMC Software Inc. 4 Save your changes.

0 BMC Software Inc. The Change Manager is automatically assigned to be an approver. Confidential . and the change request can be implemented. If the change request is designated as an emergency and your organization uses the supervisor choice approval process. The Approval Status field is set to Approval Required. As a result. the Change Manager must define who (if anyone) must approve the request. To configure a new approval process for emergency changes. see “Bypassing the approval process for emergency changes” on page 44.. The Change Manager or the Change Assignee can choose to add approvers to the process. the application administrator must create a new approval process for your company. If the Change Manager assigns approvers.White Paper Handling approvals for emergency change requests Depending on how the application administrator has configured the application. the approval process proceeds as usual. the new approval process phase is then used. when a Change Manager or Change Assignee creates a change and selects Emergency in the Timing field. For more information. If the Change Manager does not assign approvers. change requests that have been designated as emergencies can be allowed to bypass the approval process even if they normally require approval. These are possible configurations: The application administrator can configure emergency change requests to bypass the normal change states and approval process. 84 Configuring and Using Approvals with BMC Remedy Change Management 7. They cannot delete approvers. Change managers can also review the list of defined approvers and add more approvers if appropriate. the Approval Status is set to Approved.

2 Do one of the following: In the Status field.Configuring and Using Approvals with BMC Remedy Change Management 7. Review.0 Resubmitting a rejected change request If an approver rejects a proposed change request. for example. You can resubmit the request for approval. The change request returns to the approval process phase it was in when it was rejected. 4 Save your changes. The Status field is set to Rejected. How approvals work with change requests 85 BMC Software Inc. 3 Click the Work Info tab and explain in the Details field why you are resubmitting the request for approval. the approval process is stopped.. the task implementers are then notified of their task assignments. for example. Click the accelerator in the Process Flow Status area and then select Restart. To resubmit a rejected change request 1 Open the change request. manually set the change request back to a different state. To move the change request into implementation 1 Open the change request. Implementing the change request You can move the change request into the Implementation Approval phase by changing the Status to Scheduled for Approval. Confidential . 2 In the Status field. Request for Authorization. 3 Save your changes. If the change request includes tasks. select Scheduled for Approval.

Figure 1-43: Process Flow Status area—Approving the change request Approvers can approve or reject change requests. 86 Configuring and Using Approvals with BMC Remedy Change Management 7. If they need more information about a change request. Approvers can review the actions of previous approvers by viewing their comments and the approval audit trail. A change request in the Request for Authorization state is shown next. The Process Flow Status area prompts users to approve the change request.. and what type of approval process they require. the required users must click the accelerator in the Initiate stage and then approve. Confidential . Approvers are configured by the application administrator and are responsible for change requests with a specific categorization and location. To approve the change request. or reject the change request before it can then move to the next stage.White Paper Working with Change Management as an approver BMC Remedy Change Management 7.0 BMC Software Inc. A change request goes through several phases as it progresses through its life cycle. There can be more than one level of approver.0 is fully integrated with the BMC Remedy Approval Server for business and technical approvals. and there can be several approvers on each level. All approvers on each level must approve the change request before the change can be reviewed by the next level of approvers. Approvers are responsible for reviewing their assigned change requests. The application administrator also determines which types of change requests need approval. and for approving or rejecting them. approvers can request that information. cancel.

based on the permissions of the user adding an approver. 2 Advance through the states of your change request until you reach an approval stage. they cannot add them as an approver. If the change is configured for the management chain approval process.Configuring and Using Approvals with BMC Remedy Change Management 7. If the change is rejected by any approver. If the person adding signatures cannot see the person based on row-level access. The supervisor can then cancel the change or update it and resubmit it for approval. But anyone with a record in the People form can become an approver if the assigner has access to that information. If the change is approved by all approvers. NOTE The ability to add someone as an approver is restricted. Adding approvers When a change request is configured to require approval.0 The application administrator can also configure the change management chain (parent-child) approval process. If an individual approver is needed. Working with Change Management as an approver 87 BMC Software Inc. Group approval requests are sent only to group members with the Infrastructure Change Approver role. you can create additional approvers. only people defined within the People form can be chosen as approvers. the approval process is complete and the change moves to the new state. The following rules apply: You can add Support Groups or Individuals as approvers. If you have Infrastructure Change Master permissions. you should review who the approvers are. Confidential . To add approvers 1 Open the change request. the change is stopped. the requester’s manager is notified..

Approver Signature—Indicates who owns the signature. You can add more than one individual approver or group. 4 Click Add. Their signature is required for approval. Approvers—Indicates the names of the approvers. 88 Configuring and Using Approvals with BMC Remedy Change Management 7. 8 Click Save and close the dialog box. The Approvers table displays the list of approvers generated for the change request. 9 Save your changes. The People Search form appears.0 BMC Software Inc. The list displays the following information: Approval Status—Indicates status of work on the change. Alternate Signature—Displayed when someone other than the original signature owner has approved or rejected the change. You might need to refresh the table to see the lists. The approver is notified that they must review the change request.White Paper 3 Click the Approvers tab. The Add Approver dialog box appears. 7 (Optional) To search for an individual. You might have to refresh the table field to display all approvers. 6 Enter the name of the individual or group. Figure 1-44: Add Approver dialog box 5 Select an individual or a group to add.. Confidential . enter a name or initial in the Full Name+ field and press Return.

0 Adding alternate approvers From the People form. then click the Alternate Approvers tab. 10 If you selected Specific Process in the Covering field. select whether this will be an alternate for all approvals or only for a specific process. Your authority as an alternate approver exists for a specific time period. Acting as an alternate approver If you are acting as an alternate approver of a change request. select the 11 Click Add. click Search. To add alternate approvers for people 1 Open the People form. select the alternate approver. NOTE You can only configure alternate approvers for yourself. 8 In the Notify Alternate field. 2 Search for yourself. 5 To locate the alternate approver. select whether to notify the alternate approver. and for the designated approval process or processes. then click Select. you can set up one or more people to approve change requests that are pending your approval. Confidential . The Alternate Approvers form appears. to add the Change Manager or Change Assignee as an alternate approver. 4 Click Update Alternate Approvers. 3 Select your record. for example. you have the same signature authority as the approver for whom you are serving. 6 In the People Search form.. 9 In the Covering field. Working with Change Management as an approver 89 BMC Software Inc. applicable process in the Process field. 7 Select the start date and the end date.Configuring and Using Approvals with BMC Remedy Change Management 7.

6 Click Search.White Paper To act as an alternate approver 1 Open the Approval Console. select Alternate. instead of your own pending requests. The Approval Requests table is populated with the pending requests for the user for whom you are acting as alternate.0 BMC Software Inc. 5 Verify that the Approval Status field is set to Pending. Figure 1-45: Entering information to act as an alternate approver 2 In the Acting As field. You must enter that user’s exact AR System login name. 90 Configuring and Using Approvals with BMC Remedy Change Management 7. 3 In the User field. 4 Select the approval process. type the name of the user for whom you are acting as the alternate.. Confidential .

0 Viewing non-approver notifications You can view non-approver notifications associated with a change. The options are: Individual Group Working with Change Management as an approver 91 BMC Software Inc. Confidential . 4 Click View Notifications.Configuring and Using Approvals with BMC Remedy Change Management 7. The Non-Approver Notifications dialog box appears. Figure 1-46: Non-Approver Notifications dialog box 5 In the Notification For field. select which notifications you want to view. 2 Advance through the states of your change request until you reach an approval stage. 3 Click the Approvers tab. To view notifications 1 Open the change request..

7 In the Status field. A warning appears.0 BMC Software Inc.White Paper 6 Enter a first and last name. The notification appears in the table. The notification is removed from the table. as needed. 8 Click Add. Confidential . 11 Close the Non-Approver Notifications dialog box. select Pending (default) or Notified. verifying that you want to delete the selected notification. 92 Configuring and Using Approvals with BMC Remedy Change Management 7. 10 Click Yes to delete the selected notification. 9 Click Delete to remove the notification..

30 C Canceled state 19 Categorization tab 64 Change . See processes Approval Server.No Impact phase 19. acting as 89 Change Management and 86 creating group 49 individual 49 defining 8 mapping to approval phases 61 global approval process definitions 12 viewing non-approver notifications 91 Approvers tab 80.Ad Hoc approval process 28 Change form 38. contacting 2 Business Approval . 52.A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Index A Ad Hoc approval process 26 Add Approver dialog box 88 adding alternate approvers 89 approval processes 34 approvers 87 mapping field values 57 mapping fields 60 Additional Qualifications tab 40. 45. viewing approval processes 31 approvals adding mapping field values to impacted area 57 mapping fields to CI 60 change requests and 80 configuring change management 17 Change Management and 8 CI changes 42 creating people for 48 default 23 emergency change request 44. See phases processes. 43. 84 impacted area field values 52 mapping approvers to phases 61 configuring for Change Management 50 roles for 48 out-of-the-box 23 permissions for configuring 16 phases. 61 approvers adding 87 adding alternate 89 alternate. 46 Advanced Criteria tab 65 alternate approvers acting as 89 adding 89 AP:Administration Console 31 AP:Process Definition form 31 AP:Rule Definition form 42 Approval Admin permission 16 Approval Central 14 Approval Definition form 38. 28 Business Approval phase 19. 82 approval processes. 88 B Begin state 41 BMC Software. 81 Change Level Business approval process 30 Close Down approval process 30 Index 93 . 40 approval phases. 29. See phases Approval Process Configuration form 35. See processes roles for configuring 16 states on Status Flow tab 41 submitting change request 82 Approved state 41 approver mappings 50 Approver Mappings form 50.

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Change Level (continued) Implementation approval process 30 Review approval process 30 Change Level CI Business approval process 30 Close Down approval process 30 Implementation approval process 30 Review approval process 30 Change Level IA Business approval process 29 Close Down approval process 29 Implementation approval process 29 Review approval process 28 Change Management and approvers 86 Change Management Chain approval process 26, 30 change requests approvals and 80 approving in Approval Central 14 creating 13 emergency approvals 84 impacted areas and 53 implementing 85 resubmitting rejected 85 submitting to approval phase 82 change states approval phases and 17 reviewing approval process 10 CIs adding mappings to approvals for 60 configuring approvals for changes 42 Close Down Approval phase 21, 29, 30 Closed state 23 company approval processes, setting up 35 Completed (Final Review Complete) state 21 Completed (Final Review Required) state 21 Completed state 19, 21 configuration items. See CIs configuring approvals 8, 17 approvals for CI changes 42 approver mappings 50 permissions 16 roles 16 Console, AP:Administration 31 Contact Organization Admin permission 16 Contact Support Admin permission 16 creating approver mappings 50 change requests 13 company approval processes 35 creating (continued) group approvers 49 mappings 74 individual approvers 49 mappings 69 people for approvals 48 Custom Configuration tab 43, 45, 49 customer support 3

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defining approvers 8 definitions default approval process 32 reviewing approval process 9 dialog boxes Add Approver 88 Impacted Area 53 Non-Approver Notifications 91 Draft state 19

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global mapping processes definitions 12 preconfigured processes 28 group approvers, creating 49 mappings, creating 74 mappings, troubleshooting problems with 78 groups, Support 9

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impacted area approvals about field values 52 adding mapping field values 57 Impacted Area dialog box 53 Impacted Area/CI tab 52, 60, 63 impacted areas, change requests and 53 Implementation Approval phase 21, 29, 30 Implementation in Progress state 21 implementing change requests 85 individual approvers, creating 49 mappings, creating 69 Infrastructure Change Approval functional role 9 Infrastructure Change Config permission 16 Infrastructure Change Master permission 16

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People form 8, 49 people, creating for approvals 48 period wildcards 52 permissions Approval Admin 16 Contact Organization Admin 16 Contact Support Admin 16 Infrastructure Change Config 16 Infrastructure Change Master 16 Requester Console Master 16 required to configure approvals 16 phases about approval 17 approval submitting change requests to 82 Business Approval 19, 29, 30 Business Approval - No Impact 19, 28 Close Down Approval 21, 29, 30 Implementation Approval 21, 29, 30 mapping approvers to 61 Review 28, 30 Review approval 19 Planning in Progress state 19, 20 Process Flow Status wizard 13, 23 Process tab 31 processes adding approval 34 Change - Ad Hoc 28 Change Level Business 30 Close Down 30 Review 30 Change Level CI Business 30 Close Down 30 Implementation 30 Review 30 Change Level IA Business 29 Close Down 29 Implementation 29 Review 28 Change Level Implementation 30 Change Management Chain 30 definitions 32 diagram 24 global 28

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Level approval process 26 Login/Access Details tab 49

M
mapping about approver 50 adding field values 57 fields 60 approvers to global process definitions 12 phases 61 change risk levels and 66 creating group 74 individual 69 roles for approvals 48 troubleshooting group 78

N
No Approvers state 42 Non-Approver Notifications dialog box 91 notifications risk 65 viewing non-approver 91

O
out-of-the-box approvals 23 Index 95

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
processes (continued) reviewing change states 10 definitions 9 setting up company 35 types about 26 Ad Hoc 26 Change Management Chain 26 Level 26 viewing in Approval Server 31 product support 3 states (continued) Implementation in Progress 21 No Approvers 42 Planning in Progress 19, 20 Rejected 42 Request for Authorization 19 Request for Change 19 Scheduled 19, 21 Scheduled for Review 19 Staged 19 status field, about 41 Status Flow tab 10, 38, 41, 45 status reasons about fields 41 Final Review Complete 21, 29 Final Review Required 21, 29 Staging Complete 19 Successful 23 Successful status reason 23 Support group 9 Support Groups tab 49 support, customer 3

R
rejected change requests, resubmitting 85 Rejected state 42 Request for Authorization state 19 Request for Change state 19 Requester Console Master permission 16 requests. See change requests Review approval phase 19 Review phase 28, 30 reviewing approval process change states 10 approval process definitions 9 risk notifications 65 Role tab 65, 75 roles Infrastructure Change Approval 9 mapping for approvals 48 required to configure approvals 16 Rule tab 42

T
tabs Additional Qualifications 40, 46 Advanced Criteria 65 Approvers 80, 88 Categorization 64 Custom Configuration 43, 45, 49 Impacted Area/CI 52, 60, 63 Login/Access Details 49 Process 31 Role 65, 75 Rule 42 Status Flow 10, 38, 41, 45 Support Groups 49 technical support 3 troubleshooting group mappings 78 types, approval process 26

S
Scheduled for Approval state 20, 21 Scheduled for Review state 19 Scheduled state 19, 21 Staged state 19 Staging Complete status reason 19 states about change 17 approval on Status Flow tab 41 Approved 41 Begin 41 Canceled 19 Closed 23 Completed 19, 21 Completed (Final Review Complete) 21 Completed (Final Review Required) 21 Draft 19 96 Installation Guide

V
viewing approval processes in Approval Server 31 non-approver notifications 91

W
wildcards, period 52 wizard, Process Flow Status 13, 23

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*84072* *84072* *84072* *84072* *84072* .

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