What you are looking for is a combination of approval chain and SLA escalations. It is not there out of the box. So what ever you end up doing is some flavor of custom workflow. The minimum workflow I could think of is create group including all the managers as you mentioned. Write an SLA rule against status of the change ticket. Usually once all the approvals are done the ticket goes to scheduled. So your SLA can trigger if the ticket status does not go to scheduled during certain time after implementation approvals started and the action it does is to set the flag on some temp field on the change tkt. Then you can have two filters trigger on that event 1. Sends a notification to CIO or Director 2. Adds an approval signature to change tkt for CIO or Directors. There are some command line options available to add approvers to change tkts..
Actually you can just do 1, as in many companies CIO and Directors do not even log into remedy. Usually they reply to the email requesting their approval with Approve or Reject CCing Change Manager or Process admin. You can have the system create a worklog entry that CIO override the approval based on his reply to remedy inbox. And the process admin or change manager can login to remedy and overrides pending approvals. He could add a manual worklog entry that CIO approved it if the system did not create one. > > > Thanks in advance just for reading this message. If you have any > suggestions other than building a custom app, they would be greatly > appreciated. > > > > Thanks, > > * * > > *Shawn Pierson * > > Remedy Developer | Energy Transfer > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
