Thanks for the suggestions. Using SLM may be an interesting way of solving this request. What I originally thought of was to build a filter on approval requests that pushes some of the fields to a custom form, which would then try to match against a custom “approval escalation mappings” form where I could define these types of rules, which then has an Escalation that runs and checks for actions that need to be done, and then bypass the Approval Engine workflow and just overwrite the approval requests with the escalated user, and generate a new approval email to that escalated user. Using SLM as well as the command line options to reassign the approval may keep it closer to “out of the box” though, so I’m going weigh both options. The meeting with the users to start discussing this is on Monday, so I have a few days to think about it, and if possible develop a quick POC to demonstrate how this may be done.
I previously built a customization to the Approval Engine and modified the default email that goes out for Change Approvals. Basically, it has a description of the Change Request and three hyperlinks 1) Approve, 2) Reject, and 3) a link to Approval Central. The first two hyperlinks generate an email template to a custom form with the only difference being a field for tracking whether it’s approved or rejected. The email template is picked up by the incoming MAPI mailbox, the user is authenticated against the email address on their People record, then a record is created in the custom form that has workflow to check whether they are the valid approver, an alternate, etc. and will update the approval request. So it’s extremely easy to perform an approval on my Remedy system. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: patchsk [mailto:[email protected]] Sent: Thursday, October 04, 2012 9:46 AM To: [email protected] Cc: [email protected]; [email protected]; Pierson, Shawn Subject: Re: Multi-Tenant Approval Signature Escalations 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<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
