White Paper

Configuring and Using Approvals with BMC Remedy Change Management 7.0

October 2007

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

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

This white paper also describes how approvals are used with the Change Management application.0.0 7 BMC Software Inc. for example.. Configuration tasks are performed from the Application Administration Console.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).White Paper Configuring and Using Approvals with BMC Remedy Change Management 7. IMPORTANT This white paper assumes that you have installed ITSM Patch 006. Confidential . Configuring and Using Approvals with BMC Remedy Change Management 7.

the BMC Remedy administrator must perform the following steps.0.0 To get approvals up and running quickly with Change Management 7.0 BMC Software Inc.) 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.. (In the Application Administration Console. Step 1 Define your approvers in the People form. choose Custom Configuration > Foundation > People > People. Confidential .x.

choose Custom Configuration > Foundation > Advanced Options > Approval Process Configuration. For more information. Step 2 Review the approval process definitions that are installed by default for global use.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. see “Creating group mappings” on page 74. (In the Application Administration Console.Configuring and Using Approvals with BMC Remedy Change Management 7. Confidential . For more information.0 9 BMC Software Inc.) Figure 1-2: Reviewing the global approval process definitions Configuring approvals with 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. or if no approvers are defined. NOTE Here you are not customizing the approval process definitions or creating new definitions from scratch. These global definitions specify which approval state occurs next if an approval is approved or rejected.0 BMC Software Inc. see “Preconfigured global approval processes” on page 28. For more information. Confidential .White Paper The definitions are enabled by default. Figure 1-3: Reviewing the status flow of the approval process definition 10 Configuring and Using Approvals with BMC Remedy Change Management 7.

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

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

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

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

0 15 BMC Software Inc. and then refresh it. when a change request in the Request For Authorization state is approved. it moves to the Request For Change state. Confidential . Configuring approvals with Change Management 7. Figure 1-7: Flow of change request after approval As shown in Figure 1-7.0 Step 7 Return to the change request. By default.. This behavior of the change request is exactly as described in Table 11 on page 11. the Status of the change request moves to Request For Change.Configuring and Using Approvals with BMC Remedy Change Management 7.

0 Configuration Guide. 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. see the BMC Remedy IT Service Management 7.White Paper Permissions and roles required to configure change management approvals Configuring approvals with Change Management 7. 16 Configuring and Using Approvals with BMC Remedy Change Management 7. Permissions required Infrastructure Change Config permissions Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) Creating people and mapping roles for approvals (page 48) Approver mappings (page 50) Use the People form (Foundation > Contact Organization Admin People > People) to define people and support groups. Confidential .0 BMC Software Inc.0 requires various permissions and roles. Includes step-by Contact Organization Admin step instructions on creating Contact Support Admin individual and group approver Requester Console Master mappings.. 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. Approval Admin permissions optional if you require administrative access to the Approval Engine configuration forms (AP:Administration) For general information on configuration.

For detailed information about defining additional approval processes and rules in the AR System Approval Server. The following diagrams help you follow the flow of a change request from the Draft to the Closed states.x is shipped with best practice approval processes that are already predefined and loaded for you with the application. map approval processes to approval phases. configure your approval processes.. Confidential . Configuring change management approvals 17 BMC Software Inc. Change states and approval phases The approval phases in the change state diagrams follow the default process definition flow used for “global” settings.00 Guide for Users and Administrators. The approval processes and rules for managing change requests are tightly integrated with the AR System Approval Server.1. and define approvers for each phase. But if necessary. The Approval Server is shipped with the Action Request System Server and should be installed on the same machine as Change Management. you must understand at a high-level the different state transitions that a change request must pass through. NOTE You should define additional approval processes and adapt them to your business process instead of creating new ones from scratch. see the BMC Remedy Approval Server 7.0 Configuring change management approvals Change Management 7. you can create new processes and rules.Configuring and Using Approvals with BMC Remedy Change Management 7. To use the Approval Server to manage your change request process. set up approval definitions for status changes.

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

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

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

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

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

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

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

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

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

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

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

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

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

. Overview of how default approvals work 31 BMC Software Inc. rules. roles. until you have exhausted all the configuring options in the ITSM Foundation forms.0 Viewing approval processes in the Approval Server For a deeper understanding of how these global approval processes are defined in the Approval Server. see the BMC Remedy Approval Server 7. Figure 1-13: AP:Administration Console—Process tab IMPORTANT You should avoid modifying processes. you can open the AP:Administration form and view them from the Process tab. Confidential . To access the AP:Process Definition form from the AP:Administration Console. Figure 1-13 highlights the Review (Change Level IA Review) process. and then click the View button. For example. click the Process tab.Configuring and Using Approvals with BMC Remedy Change Management 7. select a process. and so on directly in the AP:Administration form.1.00 Guide for Users and Administrators. For more information on approval processes.

0 BMC Software Inc. 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. 32 Configuring and Using Approvals with BMC Remedy Change Management 7. These are designed for “global” use..White Paper Approval process definitions The Change Management application defines five default approval phases.

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

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

Approval process definitions 35 BMC Software Inc. Confidential . This is the form from where requests will be generated. there is only one form: CHG:Infrastructure Change. click the Custom Configuration tab.Configuring and Using Approvals with BMC Remedy Change Management 7. For Change Management. Figure 1-15: Approval Process Configuration form (for companies) 3 Enter information in the following fields: Field Name Form Name Action and description Select a form name. different forms are available in the list.. and then click Open. The Approval Process Configuration form appears in New mode. Depending on which ITSM applications are installed on your system.0 To set up company approval processes 1 From the Application Administration Console. 2 Choose Foundation > Advanced Options > Approval Process Configuration. You use this form to set up approvals for change requests.

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

Review instead. In general.Configuring and Using Approvals with BMC Remedy Change Management 7. 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 . This setting specifies whether this approval mapping affects the Overall approval status field on the Change form where this approval mapping is used. Confidential . to see if any approvers can be found. then the Default Process Name is checked.. Approval process definitions 37 BMC Software Inc. By default.Review process) did not match the Approver Mappings.Review. The change would then move ahead to the next state. if you cleared the Default Process Name field. 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. when a change reached the Review phase and the Impacted Areas values did not match the Approver Mappings. the Change Level . Note: This setting is optional and you should not set it. the Process Name is Change Level IA . unless you specifically need it. By contrast.Review and the Default Process Name is Change Level . System Approval Select Yes to allow bypassing the approval process when the approval Flag is moved from the current state to another state. see “Bypassing the approval process for emergency changes” on page 44.0 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). In the particular example below (as shown in Figure 1-15). the change uses the Change Level . if no approvers are found for the Process Name. For example.

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

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

change timing. and timing 7 Click Save. You can select any combination of change type..White Paper 6 Click the Additional Qualifications tab. select additional fields from the change request to qualify the approval process for a particular approval phase. You can include other fields in a change request to qualify which approval process to use for a particular request. 40 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc.No Impact process is triggered by the No Impact setting in the Timing field on the Change form. as shown in Figure 117. For example. the default Business Approval . Confidential . Figure 1-17: Approval Definition form—Additional Qualifications tab To create additional qualifications in the approval process.

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

1. you must also map approvals that specify CIs for the entire approval process to work as expected. Configuring approvals for CI changes To configure the approval process for change requests associated with CIs. In addition. select a rule. When creating these approver mappings. you should choose a phase and a process that works with CI properties.) 42 Configuring and Using Approvals with BMC Remedy Change Management 7.0 BMC Software Inc. and then click the View button. The following example configures the Review approval phase to use the Change Level CI . 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. 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. see the BMC Remedy Approval Server 7. Confidential .Review process.White Paper NOTE The Approved state is based on the rules set up in the Approval Server (in the AP:Rule Definition form.00 Guide for Users and Administrators. see “Mapping approvers to approval phases” on page 61. For more information on rules in the Approval Server. click the Rule tab. No Approvers state—If the Approval Server does not find any of the mapped approvers. To access the AP:Rule Definition form from the AP:Administration Console.. (For more information. as shown in Figure 1-18).

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

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

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

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

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

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

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

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

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

0 BMC Software Inc.. They are generated automatically with the change request. as shown in Figure 1-26. 54 Configuring and Using Approvals with BMC Remedy Change Management 7. You can generate approvals that use the Organization and Department fields as well.White Paper Figure 1-25: Impacted areas used in change request (by default) You do not have to use the Impacted Area dialog box to generate these values with the change request. Confidential . by default.

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

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 BMC Software Inc.

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

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

But if the change request includes the impacted areas of Organization or Department.Configuring and Using Approvals with BMC Remedy Change Management 7.0 If a change request is created and the only impacted area is Company. Figure 1-29: Approvals generated based on Impacted Areas Approver mappings 59 BMC Software Inc. two approvals are generated: one for Fred and one for Lanny (Figure 1-29. only one approval is generated in the Review phase for Fred to approve.). Confidential ..

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

For information on modifying the If Multiple Approvers setting in the AP:Administration form. By default.1. For more information. NOTE 2 Enter information in the following fields: Field Name Approval For Action and description Select the type of approver.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. the First Name. and then click Open. only one approver in the group must sign off on the approval before it can move to the next state. see “Creating individual mappings” on page 69. Confidential . Support Organization. Note: If you select the Group option. all the people who belong to the support group and have the Infrastructure Change Approver functional role are set up as approvers. as described in “Creating group mappings” on page 74.. Select values for each field. and the choices available in the Support Group menu list are dependent upon the option you select for Support Organization. see the BMC Remedy Approval Server 7. Last Name. Always select the Approval Indicator field first. choose Change Management >Approval > Approval Mappings. see “Creating group mappings” on page 74.00 Guide for Users and Administrators in the section on roles. and Support Group Name. The Approver ID (or login name) is automatically populated. Approver mappings 61 BMC Software Inc.Configuring and Using Approvals with BMC Remedy Change Management 7. enter the individual’s last name and press the Enter key. The choices available in the Support Organization menu list are dependent upon the option you select for Support Company. The Approver Mappings form appears in New mode. For more information. Group—If you select this option. and Approver ID fields are replaced by Support Company. The bottom half of the form is empty until you select an item in the Approval Indicator field. To map approvers to approval phases 1 From the Application Administration Console.

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

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

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

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

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

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

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

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.

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

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

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

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

White Paper 18 As Joe User. IMPORTANT When an approver list includes functional roles (for example. the Infrastructure Change Approval functional role). If a change request requires group approval. (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. Confidential . set your individual mappings to Offline status. The change request has moved to Planning In Progress state. Creating group mappings This section continues the mappings example by showing how to configure group approver mappings to work with Change Management. For more information on how the All Must Sign and If Multiple Approver settings are used in the Approval Server. or a single signature-line record is created for the entire role.0 BMC Software Inc. and they both have the Infrastructure Change Approver functional role. and then click the View button. 74 Configuring and Using Approvals with BMC Remedy Change Management 7.1.00 Guide for Users and Administrators.) In the CAB-Member role. group approvals by default require that only one member of the support group must sign the approval to move the request to the next stage. one of them must approve the request before it can move to the next stage. see the BMC Remedy Approval Server 7. In the Approval Server integration with Change Management. In this example. refresh the change request. the Infrastructure Change Approval functional role maps to the CAB-Member role name in the AP:Role form. click the Role tab. 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. The Approvers table is now empty after both levels have approved the change request.. especially if you require all members of a group to approve the request. select a role. John Change and Alice Approver are members of the same support group (IT Hardware).

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

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

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

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

then the AP:Role record has no members to resolve and generate approval records when the Approval Server attempts to use it. Confidential . then the related the group? Is it AP:Role records will be Inactive.Configuring and Using Approvals with BMC Remedy Change Management 7.0 Figure 1-40: Unresolved group approval If you see this problem. Approver mappings 79 BMC Software Inc. Enabled? What is the availability of members with a functional role of Infrastructure Change Approval? If all members of a Support Group with Infrastructure Change Approval role access become unavailable. Answer the following questions: Question Answer What is the status of If the Support Group is not Enabled. Members with Infrastructure Change Approval role must have Availability set to Yes.. open the Support Group through the Application Administration Console and note the members of the Infrastructure Change Approval role.

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

For more information. see “Adding alternate approvers” on page 89. Confidential .. Reject—Allows a Change Manager or Change Assignee to reject the change on behalf of the selected approver. 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. For more information. The read-only Current Approval Phase field displays what approval phase the change is in during its life cycle. if they are defined as alternates. How approvals work with change requests 81 BMC Software Inc. see “Setting up additional approval processes” on page 34 and “Change states and approval phases” on page 17. For more information. see “Adding alternate approvers” on page 89. For more information. see “Viewing non-approver notifications” on page 91.0 Figure 1-41: Change form—Approvers tab The following buttons control functions involving Approvers: View Notifications—Opens the APR:Non-ApprovalNotifications form so that you can view notifications in either Pending or Notified status. if they are defined as alternates. Add—Creates a new individual or group to approve the change. For more information. see “Adding approvers” on page 87.

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

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

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

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

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

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

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

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

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

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

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

Ad Hoc approval process 28 Change form 38. 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. 88 B Begin state 41 BMC Software. 43. 81 Change Level Business approval process 30 Close Down approval process 30 Index 93 . 40 approval phases. 84 impacted area field values 52 mapping approvers to phases 61 configuring for Change Management 50 roles for 48 out-of-the-box 23 permissions for configuring 16 phases. See phases Approval Process Configuration form 35. 82 approval processes. 30 C Canceled state 19 Categorization tab 64 Change .No Impact phase 19. See phases processes. 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. 61 approvers adding 87 adding alternate 89 alternate. 28 Business Approval phase 19. See processes Approval Server. 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.A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Index A Ad Hoc approval process 26 Add Approver dialog box 88 adding alternate approvers 89 approval processes 34 approvers 87 mapping field values 57 mapping fields 60 Additional Qualifications tab 40. 45. 29. 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. 52. contacting 2 Business Approval .

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

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

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

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

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Level approval process 26 Login/Access Details tab 49

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

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

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

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

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

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

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

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

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

.

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