White Paper

Configuring and Using Approvals with BMC Remedy Change Management 7.0

October 2007

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

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

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

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

choose Custom Configuration > Foundation > Advanced Options > Approval Process Configuration. For more information. For more information.. see “Creating group mappings” on page 74.0 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). see “Creating people and mapping roles for approvals” on page 48. Confidential . Step 2 Review the approval process definitions that are installed by default for global use.Configuring and Using Approvals with BMC Remedy Change Management 7.0 9 BMC Software Inc.) Figure 1-2: Reviewing the global approval process definitions Configuring approvals with Change Management 7. (In the Application Administration Console.

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

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

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

0 Step 5 Create a change request. b Create a change request and assign it to a specific support group in your company. Configuring approvals with Change Management 7. If you correctly mapped the approvers to the approval process definition.. Confidential . Figure 1-5: Viewing important approval information in a change request a Log in to Change Management. 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.Configuring and Using Approvals with BMC Remedy Change Management 7.0 13 BMC Software Inc. and then use the Process Flow Status wizard to work the change request through its various approval phases. as shown in Figure 1-5.

open Approval Central.White Paper Step 6 Log in to the AR System server as the approver in a separate user tool or browser. Confidential .0 BMC Software Inc. and then approve the change request..1. Figure 1-6: Approving the change request in Approval Central NOTE Figure 1-6 shows the 7. 14 Configuring and Using Approvals with BMC Remedy Change Management 7.00 version of Approval Central.

it moves to the Request For Change state. and then refresh it. By default. This behavior of the change request is exactly as described in Table 11 on page 11.0 Step 7 Return to the change request. Configuring approvals with Change Management 7.Configuring and Using Approvals with BMC Remedy Change Management 7.. the Status of the change request moves to Request For Change. Figure 1-7: Flow of change request after approval As shown in Figure 1-7.0 15 BMC Software Inc. when a change request in the Request For Authorization state is approved. 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.. Permissions required Infrastructure Change Config permissions Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) Creating people and mapping roles for approvals (page 48) Approver mappings (page 50) Use the People form (Foundation > Contact Organization Admin People > People) to define people and support groups.0 requires various permissions and roles. Confidential . 16 Configuring and Using Approvals with BMC Remedy Change Management 7.0 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.White Paper Permissions and roles required to configure change management approvals Configuring approvals with Change Management 7. Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) For general information on configuration.0 Configuration Guide. see the BMC Remedy IT Service Management 7. Includes step-by Contact Organization Admin step instructions on creating Contact Support Admin individual and group approver Requester Console Master mappings.

set up approval definitions for status changes. and define approvers for each phase. The approval processes and rules for managing change requests are tightly integrated with the AR System Approval Server. Configuring change management approvals 17 BMC Software Inc.Configuring and Using Approvals with BMC Remedy Change Management 7.x is shipped with best practice approval processes that are already predefined and loaded for you with the application. Change states and approval phases The approval phases in the change state diagrams follow the default process definition flow used for “global” settings. The following diagrams help you follow the flow of a change request from the Draft to the Closed states. NOTE You should define additional approval processes and adapt them to your business process instead of creating new ones from scratch. Confidential . you must understand at a high-level the different state transitions that a change request must pass through. For detailed information about defining additional approval processes and rules in the AR System Approval Server. To use the Approval Server to manage your change request process. But if necessary.0 Configuring change management approvals Change Management 7.00 Guide for Users and Administrators. The Approval Server is shipped with the Action Request System Server and should be installed on the same machine as Change Management. see the BMC Remedy Approval Server 7. configure your approval processes.. you can create new processes and rules.1. map approval processes to approval phases.

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

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

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. Confidential .0 BMC Software Inc.. cancel it. 20 Configuring and Using Approvals with BMC Remedy Change Management 7. or move it back to the Planning in Progress state.

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

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

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

and create the approval detail and signature records for the change.0 BMC Software Inc. 24 Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential .White Paper Figure 1-11: Change approval process The rules contain the qualifications that set up approvers for each phase of that process..

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

For example. 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. with impacted areas or configuration items (CIs). 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. 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. Confidential ..1. see the BMC Remedy Approval Server 7. This process is workflow-driven.White Paper Approval process types For detailed information about defining the approval processes and rules in the AR System Approval Server. Level—Associates individual approvers. Joe’s manager is not likely to be a member of the IT organization.0 BMC Software Inc.00 Guide for Users and Administrators. or groups of approvers. and therefore might not be aware of additional issues surrounding Joe’s request. triggered from the manager data stored in the People form. it uses the Requester For’s manager as the approver. it would be sent to Joe’s manager for approval. 26 Configuring and Using Approvals with BMC Remedy Change Management 7. NOTE Rule-based approvals are not included by default in Change Management.

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

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

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

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

you can open the AP:Administration form and view them from the Process tab.. and so on directly in the AP:Administration form. and then click the View button. For example. click the Process tab. until you have exhausted all the configuring options in the ITSM Foundation forms. select a process.Configuring and Using Approvals with BMC Remedy Change Management 7. Figure 1-13: AP:Administration Console—Process tab IMPORTANT You should avoid modifying processes.1.0 Viewing approval processes in the Approval Server For a deeper understanding of how these global approval processes are defined in the Approval Server. roles. Figure 1-13 highlights the Review (Change Level IA Review) process. rules. For more information on approval processes. Confidential .00 Guide for Users and Administrators. Overview of how default approvals work 31 BMC Software Inc. To access the AP:Process Definition form from the AP:Administration Console. see the BMC Remedy Approval Server 7.

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

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

you can set up one enabled Review approval. the Review approval process). based on the default global settings. As a result. Proposed). you must offline all the company approval records from the Approval Process Configuration form. 34 Configuring and Using Approvals with BMC Remedy Change Management 7.White Paper Setting up additional approval processes When you create and save a company approval process (for example. but DEF Company can use the default global processes. one enabled Business Approval approval. But remember that. For example. the Approval Server will skip the company Review approval process (because it is offline) and ignore the global Review process (even if it is enabled). IMPORTANT You can have only one record in a given phase—that is. In addition. if you disable the Review approval process for your company and a change reaches the Review phase. You can edit these approval processes as needed. That is. 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. the system automatically creates the remaining approval process definition records for your company. You can create additional phase approval processes as needed. and so on. To revert to the global processes. you might decide ABC Company needs custom approval processes. you are allowed only one enabled phase approval record for global use or for each company. after you have created these company approval processes. in a multi-tenancy environment. Confidential . but they must be offline or in another state (for example.0 BMC Software Inc..

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

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

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

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

a Define a status and a status reason (optional) for the Begin state. Confidential . the approval engine changes the status and status reason values on the relevant form to the values you configure here. b Define a status and a status reason (optional) for the Approved state. the approval engine changes the status and status reason values on the relevant form to the values you configure here.Configuring and Using Approvals with BMC Remedy Change Management 7. its Status changes to Rejected (as indicated in the Rejected column). its Status changes to Request For Change (as indicated in the No Approver 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. If the approval engine does not find any approvers. If there are no approvers defined for the change. d Define a status and a status reason (optional) for the No Approvers state. c Define a status and a status reason (optional) for the Rejected state. If the change request is rejected. 5 To create a status flow. its Status changes to Request For Change (as indicated in the Approved column). This field specifies which status starts the approval process. If the change request is rejected. If the change request is approved. see “Approval states on the Status Flow tab” on page 41.0 If the change request is approved. Approval process definitions 39 BMC Software Inc.

Figure 1-17: Approval Definition form—Additional Qualifications tab To create additional qualifications in the approval process. Confidential . You can include other fields in a change request to qualify which approval process to use for a particular request. and timing 7 Click Save. You can select any combination of change type. For example. select additional fields from the change request to qualify the approval process for a particular approval phase.No Impact process is triggered by the No Impact setting in the Timing field on the Change form. the default Business Approval . 40 Configuring and Using Approvals with BMC Remedy Change Management 7.White Paper 6 Click the Additional Qualifications tab. as shown in Figure 117.0 BMC Software Inc. change timing..

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

0 BMC Software Inc.) 42 Configuring and Using Approvals with BMC Remedy Change Management 7. you must also map approvals that specify CIs for the entire approval process to work as expected. see “Mapping approvers to approval phases” on page 61.00 Guide for Users and Administrators.Review process.1.White Paper NOTE The Approved state is based on the rules set up in the Approval Server (in the AP:Rule Definition form. To access the AP:Rule Definition form from the AP:Administration Console. you must specify either the CI Type or the CI Name. then the Status and Status Reason field values on the two forms will be changed to the values specified. In addition. Configuring approvals for CI changes To configure the approval process for change requests associated with CIs. 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. (For more information. The following example configures the Review approval phase to use the Change Level CI . For more information on rules in the Approval Server. you should choose a phase and a process that works with CI properties. Confidential . and then click the View button. as shown in Figure 1-18). see the BMC Remedy Approval Server 7. click the Rule tab.. When creating these approver mappings. select a rule. No Approvers state—If the Approval Server does not find any of the mapped approvers.

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

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

then click Open. 2 From the Application Settings list. for example. choose Foundation > Advanced Options > Approval Process Configuration.. The Approval Process Configuration form appears. 7 Enter or select a process name. 4 Select Enabled for the status. 6 Enter a phase name. Approval process definitions 45 BMC Software Inc. 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. Emergency. 8 Click the Status Flow tab. Figure 1-20: Approval Process Configuration form 3 Select the Form Name and Company for this approval process. ABC Company. click the Custom Configuration tab.0 To bypass the approval process for emergency changes 1 From the Application Administration Console.Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential .

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

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

when you create your first set of mappings. Review. see the list of phases in Table 1-2 on page 28.0. 50 Configuring and Using Approvals with BMC Remedy Change Management 7. you can choose any or all of the five approval phases.. for example. 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. If you do not create any approver mappings. (For more information. a change request moves through the entire change management process with only standard approvals.0 BMC Software Inc.White Paper Approver mappings This section describes how to configure approver mappings to work with Change Management. based on the approval process defined in the Approval Process Configuration form (such as impacted area or configuration item).) Level-type approval process definitions only function after you have created approver mappings. The mappings also work with criteria from the Categorization and Role tabs in the Approver Mappings form. as shown in Figure 1-23. 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. Confidential . By default. By default.

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

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

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

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

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

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

0 Adding mapping field values to Impacted Area approvals If you modify the approver mapping to include Organization and Department. Confidential . Approver mappings 57 BMC Software Inc.Configuring and Using Approvals with BMC Remedy Change Management 7. 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.. 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. for the Gold Business Unit organization). Figure 1-28 shows an approval mapping that uses only three fields.

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

two approvals are generated: one for Fred and one for Lanny (Figure 1-29.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.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. Confidential .

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

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

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

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

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

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

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

Confidential . 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.

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

Confidential . Figure 1-35: Approval process with multiple levels Approver mappings 69 BMC Software Inc..0 Creating individual mappings This section provides a step-by-step example of how to configure individual approver mappings to work with Change Management.Configuring and Using Approvals with BMC Remedy Change Management 7.

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

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

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

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

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

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

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

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

White Paper NOTE If you wanted to create a multiple-level group approver mapping. As a result. Updates to the functional role of Support Groups are reflected in the AP:Role records. Confidential . This means that Change Management updates can overwrite other modifications in AP:Role or AP:Alternate. 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). After the first support group approve the change (level 0). the second level of approvers (level 1) must approve the request before it can be moved to the next stage.x.0.0 BMC Software Inc. The GroupId is used for the approval process if a Group is mapped through Approver Mappings. By default with Change Management 7. you could create another group approver mapping for another support group and set the Level setting to one (1). NOTE The ITSM foundation forms are common to all ITSM applications. 78 Configuring and Using Approvals with BMC Remedy Change Management 7. users in the People form can add alternates and modify their own entries. or if a Group is added as an ad hoc approver. All applications. The approval is pending. If you created a group mapping. including those with Approval Server integrations. both support groups must approve the change request before it can move to the next state. the integration updates are not only from Change Management integration. Figure 1-40 shows an unresolved approval. you might not see the expected approval being generated. 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. Asset Management and SRM all load the approval server foundation (APSFND) integration and so can push data to AP:Alternate. but no individual approvers are listed.. In this case. For example. push data to AP:Role.

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

must be specified to generate automatic approval requests. Confidential . before moving the change to the Implementation Approval phase. the Change Manager or Change Assignee have the opportunity to review change plans. cancel it. see “Change states and approval phases” on page 17. which automatically defaults to the change location. schedules. Once again. or send it back to the requester by assigning it a status of Draft. the change request is set to a status of Scheduled for Review. Impacted Areas. For change requests in the Request for Change status with no approvers. the Change Manager and the Change Assignee have the opportunity to move the change forward to Planning In Progress. Figure 1-41 shows the Approvers tab. 80 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. For more information about approval states and phases. How approvals work with change requests The Change Manager or Change Assignee controls the overall progression of a change request.White Paper NOTE You should perform all updates in the ITSM foundation forms. and have the opportunity to perform approvals at several points in the change life cycle. After a change is planned and built. and so on. Direct updates to the AP: records can be overwritten when the related foundation data is synchronized..

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

and have supplied all the information that the approvers require to review the change request. When you have finished planning the change request. Notifications are sent according to the method specified in the approver’s record in the People form. For more information. cancel.White Paper Submitting change requests to the approval phase When an approval is required to move the change request to the next state. 2 Step through the states of your change request. or reject the approval. the Process Status Flow area prompts you to approve. You cannot move the change request to the next state unless you first receive an approval. see “Setting up additional approval processes” on page 34.0 BMC Software Inc. or how the system should respond if no approvers are available. its approvers are notified. refresh the change request to make sure you are viewing the proper step in the workflow. To submit the change request to the approval phase 1 Open the change request. you can submit the change request to the approval process. Confidential . 82 Configuring and Using Approvals with BMC Remedy Change Management 7.. TIP When you reach a crucial state and perform an important action. When a change requires an approval. NOTE The Approval Process Configuration form is used to configure the sequence when a change request is approved or rejected.

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

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

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

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

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

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

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

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

3 Click the Approvers tab.. 2 Advance through the states of your change request until you reach an approval stage. select which notifications you want to view. The Non-Approver Notifications dialog box appears. The options are: Individual Group Working with Change Management as an approver 91 BMC Software Inc. Figure 1-46: Non-Approver Notifications dialog box 5 In the Notification For field. To view notifications 1 Open the change request. Confidential . 4 Click View Notifications.Configuring and Using Approvals with BMC Remedy Change Management 7.0 Viewing non-approver notifications You can view non-approver notifications associated with a change.

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

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. 61 approvers adding 87 adding alternate 89 alternate. See phases Approval Process Configuration form 35. 45. 43. 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. 88 B Begin state 41 BMC Software. contacting 2 Business Approval . 30 C Canceled state 19 Categorization tab 64 Change .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. viewing approval processes 31 approvals adding mapping field values to impacted area 57 mapping fields to CI 60 change requests and 80 configuring change management 17 Change Management and 8 CI changes 42 creating people for 48 default 23 emergency change request 44. See 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. See processes Approval Server. 40 approval phases. 52.Ad Hoc approval process 28 Change form 38. 29. 82 approval processes.No Impact phase 19. See phases processes. 28 Business Approval phase 19. 81 Change Level Business approval process 30 Close Down approval process 30 Index 93 . 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.

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

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

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

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

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

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Level approval process 26 Login/Access Details tab 49

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

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

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

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

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

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

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

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

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

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

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