White Paper

Configuring and Using Approvals with BMC Remedy Change Management 7.0

October 2007

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

.6 Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential .0 BMC Software Inc.

how you can configure approvals to work with configuration items (CIs) and impacted areas (IAs).White Paper Configuring and Using Approvals with BMC Remedy Change Management 7.0 7 BMC Software Inc.0 This white paper is for the Change Management administrator who configures approvals to work with BMC Remedy Change Management 7. IMPORTANT This white paper assumes that you have installed ITSM Patch 006.0. for example. Configuring and Using Approvals with BMC Remedy Change Management 7. Configuration tasks are performed from the Application Administration Console. Confidential .. This white paper also describes how approvals are used with the Change Management application.

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

Configuring and Using Approvals with BMC Remedy Change Management 7.0 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). Confidential .0 9 BMC Software Inc. For more information. see “Creating people and mapping roles for approvals” on page 48. Step 2 Review the approval process definitions that are installed by default for global use. choose Custom Configuration > Foundation > Advanced Options > Approval Process Configuration.) Figure 1-2: Reviewing the global approval process definitions Configuring approvals with Change Management 7. see “Creating group mappings” on page 74.. For more information. (In the Application Administration Console.

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

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

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

0 Step 5 Create a change request. Configuring approvals with Change Management 7. Confidential . If you correctly mapped the approvers to the approval process definition. as shown in Figure 1-5. Figure 1-5: Viewing important approval information in a change request a Log in to Change Management.0 13 BMC Software Inc.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. c Use the process flow wizard to work the change request through its various approval phases. and then use the Process Flow Status 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..

Figure 1-6: Approving the change request in Approval Central NOTE Figure 1-6 shows the 7. Confidential . open Approval Central.1.0 BMC Software Inc.. and then approve the change request.00 version of Approval Central.White Paper Step 6 Log in to the AR System server as the approver in a separate user tool or browser. 14 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. This behavior of the change request is exactly as described in Table 11 on page 11. Configuring approvals with Change Management 7.0 15 BMC Software Inc. Confidential . and then refresh it. when a change request in the Request For Authorization state is approved.0 Step 7 Return to the change request.Configuring and Using Approvals with BMC Remedy Change Management 7.. By default. it moves to the Request For Change state. the Status of the change request moves to Request For Change.

0 Configuration Guide. see the BMC Remedy IT Service Management 7. 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. Includes step-by Contact Organization Admin step instructions on creating Contact Support Admin individual and group approver Requester Console Master mappings. Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) For general information on configuration. Confidential . 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.0 BMC Software Inc.. 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.0 requires various permissions and roles.White Paper Permissions and roles required to configure change management approvals Configuring approvals with Change Management 7.

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

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

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

cancel it. Confidential .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. or move it back to the Planning in Progress state. 20 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc..

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

Confidential ..White Paper Figure 1-10: State transitions—Steps 17 to 19 22 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc.

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

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.White Paper Figure 1-11: Change approval process The rules contain the qualifications that set up approvers for each phase of that process.

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

For example. with impacted areas or configuration items (CIs). 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.1. it uses the Requester For’s manager as the approver.0 BMC Software Inc. or groups of approvers. 26 Configuring and Using Approvals with BMC Remedy Change Management 7.00 Guide for Users and Administrators. This process is workflow-driven. triggered from the manager data stored in the People form. Joe’s manager is not likely to be a member of the IT organization. Level—Associates individual approvers. NOTE Rule-based approvals are not included by default in Change Management. The Ad Hoc approval process type is used in the Change Ad Hoc Review with the $CAB Manager Login$ as the first approver. Change Management Chain—If you configure an approval process that includes the Change Management Chain process. it would be sent to Joe’s manager for approval. 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. Confidential . see the BMC Remedy Approval Server 7.White Paper Approval process types For detailed information about defining the approval processes and rules in the AR System Approval Server. and therefore might not be aware of additional issues surrounding Joe’s request..

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

the status of this approval process for this phase is Enabled. or if no approvers are defined. the status of this approval process for this phase is Enabled. the change moves to the Business Approval phase. 28 Configuring and Using Approvals with BMC Remedy Change Management 7. By default. this Ad Hoc approval process applies only to changes with a Timing setting of No Impact. If approved. For more information. 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. When the change moves through the process flow and Change Manager approves the change in the Business Approval . If no approvers are mapped. Business Approval No Impact Change . Confidential . you could use this process with any approval phase. it then moves to the Scheduled state. the change moves directly to the Business Approval phase and requires the Change Manager or the Change Assignee to move the change forward.0 BMC Software Inc. You use this process for pre-approved No Impact changes where the change is automatically scheduled after the approval phase is satisfied. These global definitions specify which state occurs next if an approval is approved or rejected. By default. These “best practice” approval processes are already defined for you by default. see “Configuring additional No Impact processes” on page 47. However. This level approval process occurs when the change reaches the Review phase.No Impact phase.White Paper Preconfigured global approval processes Change Management ships with preconfigured approval processes designed for global use..Ad Hoc By default.

If no approvers are mapped. If approved. the status of this approval process for this phase is Enabled.Configuring and Using Approvals with BMC Remedy Change Management 7. By default. This level approval process occurs when the change reaches the Close Down Approval phase.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. By default. If approved. the change moves to the Completed state and the Status Reason remains as Final Review Required. Close Down Approval Change Level IA Close Down Used with Impacted Areas on the Approver Mappings form. Confidential . Implementation Approval Change Level IA Implementation Used with Impacted Areas on the Approver Mappings form. 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. If the change is approved. By default. 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. Overview of how default approvals work 29 BMC Software Inc. If no approvers are mapped.. This level approval process occurs when the change reaches the Business Approval phase. 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 Scheduled state. the change moves to the Planning In Progress state. If no approvers are mapped. the status of this approval process for this phase is Enabled.

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

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

. 32 Configuring and Using Approvals with BMC Remedy Change Management 7.White Paper Approval process definitions The Change Management application defines five default approval phases. Confidential . 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.0 BMC Software Inc. and most companies should not have to create additional approval definitions. These are designed for “global” use.

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

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

You use this form to set up approvals for change requests.0 To set up company approval processes 1 From the Application Administration Console. different forms are available in the list. Depending on which ITSM applications are installed on your system. The Approval Process Configuration form appears in New mode.Configuring and Using Approvals with BMC Remedy Change Management 7. 2 Choose Foundation > Advanced Options > Approval Process Configuration. there is only one form: CHG:Infrastructure Change. For Change Management.. Approval process definitions 35 BMC Software Inc. 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. and then click Open. This is the form from where requests will be generated. Confidential . click the Custom Configuration tab.

Process Name Select the process that should be used for this approval definition from the list of processes you configured. Note: You can have multiple records for the same phase.. For more information. Indicate at which phase of the request this approval definition should be executed by entering text in this field. If you select Global. Process Type 36 Configuring and Using Approvals with BMC Remedy Change Management 7. which means that you can configure different approval definitions for different companies. see “Configuring additional No Impact processes” on page 47. Description Phase Name Enter a description of this approval definition. or Delete. You can create a process flow for ABC Company and a completely different flow for XYZ Company. and Status. Note: Change Management supports multi-tenancy. Obsolete. Status Select a status for the approval definition. Company. A preconfigured corresponding process type appears when you select the process name.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. See “Approval process definitions” on page 32 for more information.0 BMC Software Inc. as long as the Phase Name is unique when it is combined with the Form Name. The Company field lets you control access within Change Management. If the process should not be available in Change Management. you can select the appropriate status: Proposed. Selecting a process automatically fills the Process Type field. Archived. Offline. The status must be set to Enabled for the approval definition to execute. This process name was created in the approval engine. see “Preconfigured global approval processes” on page 28. 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. For more information. the approval process applies to all companies. Confidential .

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

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

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

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

Confidential . Approval definitions are defined for change requests by company. If a definition is found. 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. then the Approval Server changes the Status and Status Reason fields values on the change request to match the values configured here. By default. if the change is approved in the Review phase. the Review phase does not begin until the change request reaches the status of Request for Authorization. This means that when the Status and Status Reason fields for the change records match the value specified in the Begin column. When the approval process starts. the workflow searches the Approval Process Configuration form to see if there are any approval definitions for the current process combination..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. it then moves to the status of Request For Change. as follows: Begin state—This state is an indicator to the Approval Server for starting the approval process. 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. By default. Approved state—If one or all approvers have approved the change request. At that time. Whenever there is a change in the Status and Status Reason for a change request.Configuring and Using Approvals with BMC Remedy Change Management 7. Approval process definitions 41 BMC Software Inc. the approval process will be started. 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. so you can configure several definitions as needed.

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

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

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

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

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

7 Add any other permissions as necessary.Configuring and Using Approvals with BMC Remedy Change Management 7. 8 Save your changes.. Confidential . for example. 5 In the Login/Access Details tab. 3 In the People form. click the Custom Configuration tab. 6 In the Support Groups tab. 2 From the Application Settings list. 1 From the Application Administration Console. but they must use Approval Central to approve them. Creating people and mapping roles for approvals 49 BMC Software Inc. You can also click the Create People button in the Standard Configuration tab. 4 Define the person as a member of the Support Staff to include him or her as a group approver. give the person the required Change Management permissions. choose Foundation > People > People. Infrastructure Change User. Users with these permissions can view change requests in the Change form. give the person the Infrastructure Change Approver support role to include him or her as a group approver. then click Open. see Chapter 7 in the BMC Remedy IT Service Management 7.0 To create individual and group approvers NOTE For more information. NOTE The minimum permissions in Change Management to approve change requests is Infrastructure Change Viewer. enter the person’s required information.0 Configuration Guide.

based on the approval process defined in the Approval Process Configuration form (such as impacted area or configuration item). see the list of phases in Table 1-2 on page 28. NOTE No approver mappings are provided by default with Change Management 7. You use the Approver Mappings form to set up individuals and support groups as approvers for each approval phase of change requests. 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. By default. Review.0. when you create your first set of mappings. as shown in Figure 1-23. The mappings also work with criteria from the Categorization and Role tabs in the Approver Mappings form. If you do not create any approver mappings.White Paper Approver mappings This section describes how to configure approver mappings to work with Change Management. you can choose any or all of the five approval phases. a change request moves through the entire change management process with only standard approvals. Confidential . 50 Configuring and Using Approvals with BMC Remedy Change Management 7. By default..0 BMC Software Inc. (For more information. for example.) Level-type approval process definitions only function after you have created approver mappings.

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

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

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

54 Configuring and Using Approvals with BMC Remedy Change Management 7. by default.. as shown in Figure 1-26. They are generated automatically with the change request. You can generate approvals that use the Organization and Department fields as well.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.0 BMC Software Inc. Confidential .

. Site Group. Confidential . The default record includes the standard values for Company.Configuring and Using Approvals with BMC Remedy Change Management 7. Region. Site Group. and Department.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. Region. but also Organization. the system now generates two Impacted Area records (as shown in Figure 1-27). The second record includes the values for Company. and Site. Approver mappings 55 BMC Software Inc. and Site.

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. an IA approval now can be generated on the basis of any of the six fields in the Impacted Area. these records can then be matched against IA approval mapping records.0 Adding mapping field values to Impacted Area approvals If you modify the approver mapping to include Organization and Department. for the Gold Business Unit organization). Approver mappings 57 BMC Software Inc.. Figure 1-28 shows an approval mapping that uses only three fields.Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential .

as needed. using only the global processes and creating just two mappings. The following fields are optional: Region Site Group Site Organization Department 58 Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential . The following fields are optional: Region Site Group Site Lanny Bosque Review Company is required.0 BMC Software Inc. For example. you can generate the following approvals.White Paper Using the Impacted Areas dialog box (combined with approver mappings) gives you the ability to create multiple approvals.. Table 1-4: Approver Mappings Individual approver mapping Fred Espagna Approval process phase Review IA fields used in change request Company is required.

two approvals are generated: one for Fred and one for Lanny (Figure 1-29.0 If a change request is created and the only impacted area is Company. 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.)..Configuring and Using Approvals with BMC Remedy Change Management 7. Figure 1-29: Approvals generated based on Impacted Areas Approver mappings 59 BMC Software Inc. Confidential .

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

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

Select Yes to specify if the individual or group is available for the approval. 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. If you select Approval For Individual. this field appears.White Paper Field Name First Name Last Name Approver ID Action and description If you select Approval For Individual. Approval Indicator Select which form this approver mapping definition will affect. This field is auto-populated with the login name of the person who is creating this approver mapping. Confidential . 62 Configuring and Using Approvals with BMC Remedy Change Management 7.. Phase Company Phase company for this approver definition. Enter the support organization. Enter the first name of approver. select a status of Enabled. Enter the support group name. For Change Management. Existing approvals are not affected.0 BMC Software Inc. If you select Approval For Group. Use auto-fill to enter the approver’s last name. This option maps the approval phase to the approver. containing only those mapping fields that are appropriate for the Change Management application. this field appears. The other options are: Purchase Requisition Service Request Service Request Definition After you select Change. If you select Approval For Individual. If you select Approval For Group. If you select Approval For Group. Indicates the current status of the group or individual approving the the change request. this read-only field appears. this field appears. Enter the support company. you create approver mappings for Change. 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. the form reappears. this field appears. this field appears.

. the only phases that appear are global. Approvers who are assigned lower numbers approve changes before those who have higher numbers. Level Specify the level of approval for the individual or group. Confidential . The level number defines the routing sequence within the approval hierarchy. A list of all available approval phases appears. Description Enter a description for this approver mapping. Note: When you select a phase name. the Phase Company field is automatically populated. see “Preconfigured global approval processes” on page 28. By default. For more information on the approval phases included with Change Management. Approval phases are used to define when the approval is required during the life cycle of the approval indicator record. Figure 1-31: Approver Mappings form—Impacted Area/CI tab Approver mappings 63 BMC Software Inc. But if you create additional companies.Configuring and Using Approvals with BMC Remedy Change Management 7.0 Field Name Phase Name Action and description Select which approval phase needs mapping in the application. their approval phases are displayed as well. 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. You enter a number to determine the order in which the approvers are defined.

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

Approver mappings 65 BMC Software Inc. The fields in the Role tab apply to the Impacted Areas and general approval processes. Confidential ..0 The Role tab is used to map approvers based on the support groups defined within the change. 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. 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. 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. Figure 1-33: Approver Mappings form—Role tab The Advanced Criteria tab is used to map approvers based on specific criteria.Configuring and Using Approvals with BMC Remedy Change Management 7. If no values are specified.

Patch 001 fixes the functionality of the non-approval notifications.. The Approve if Risk and Notify if Risk fields work in conjunction with each other. he or she is notified of similar changes with a Risk Level of 1 or 2. 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. For example. The label of the Notify if Risk < was modified in Patch 005 (the previous label was Notify if Risk >=) to fix Defect SW00262385.0 BMC Software Inc. Table 1-6 explains these interactions in more detail. In addition. if you select Approve if Risk <= Risk Level 2. The support staff person is required to approve all normal changes that have a Risk Level of 3 or greater. the Notify if Risk < field is automatically set to Risk Level 3. Confidential .White Paper NOTE Risk Level 1 is the lowest and Risk Level 5 is the highest risk.

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.Configuring and Using Approvals with BMC Remedy Change Management 7.. Confidential .

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

. Confidential .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. Figure 1-35: Approval process with multiple levels Approver mappings 69 BMC Software Inc.

Before creating the individual approver mappings. IT Hardware).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.. 70 Configuring and Using Approvals with BMC Remedy Change Management 7. Only John and Alice have the Infrastructure Change Assignee functional role. 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. 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.0 BMC Software Inc. NOTE To complete the group mapping example. Confidential . you should already have created three different users in the People form with Infrastructure Change User permissions.

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

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

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

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

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

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

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

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

Confidential . Approver mappings 79 BMC Software Inc. then the related the group? Is it AP:Role records will be Inactive. 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. 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.. Answer the following questions: Question Answer What is the status of If the Support Group is not Enabled.0 Figure 1-40: Unresolved group approval If you see this problem.Configuring and Using Approvals with BMC Remedy Change Management 7. open the Support Group through the Application Administration Console and note the members of the Infrastructure Change Approval role.

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

For more information. Reject—Allows a Change Manager or Change Assignee to reject the change on behalf of the selected approver. see “Setting up additional approval processes” on page 34 and “Change states and approval phases” on page 17. For more information. For more information. see “Adding approvers” on page 87. see “Adding alternate approvers” on page 89. if they are defined as alternates. Approve—Allows a Change Manager or Change Assignee to approve the change on behalf of the selected approver. How approvals work with change requests 81 BMC Software Inc. see “Adding alternate approvers” on page 89.. Add—Creates a new individual or group to approve the change. For more information. For more information. The read-only Current Approval Phase field displays what approval phase the change is in during its life cycle.Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential .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. if they are defined as alternates. see “Viewing non-approver notifications” on page 91.

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

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

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

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

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

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

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

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

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

select which notifications you want to view. 3 Click the Approvers tab.. The Non-Approver Notifications dialog box appears.Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential . Figure 1-46: Non-Approver Notifications dialog box 5 In the Notification For field. 2 Advance through the states of your change request until you reach an approval stage. To view notifications 1 Open the change request. 4 Click View Notifications.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.

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

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. 30 C Canceled state 19 Categorization tab 64 Change . contacting 2 Business Approval . 82 approval processes. See phases Approval Process Configuration form 35.Ad Hoc approval process 28 Change form 38. 61 approvers adding 87 adding alternate 89 alternate. 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. 81 Change Level Business approval process 30 Close Down approval process 30 Index 93 . 52. 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. See phases processes.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. 28 Business Approval phase 19. 45. 88 B Begin state 41 BMC Software. 29. See processes Approval Server. 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.No Impact phase 19. 43. 40 approval phases. 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.

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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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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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