Re: Multi-Tenant Approval Signature Escalations
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:vamsi...@gmail.com] Sent: Thursday, October 04, 2012 9:46 AM To: arsl...@googlegroups.com Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; 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 herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.comhttp://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
Multi-Tenant Approval Signature Escalations
Good afternoon, I have an unusual request that I am working through, and hope that someone here has an idea that may work to implement different signature escalations on different approvals within the same process. Basically, we have two different Change Management processes in ITSM 7.6.4. To facilitate this, I have created different records in: - Support Groups under fake Companies that just hold Support Groups - Approval Process Configuration - Process Flow Configuration - Approval Mappings Despite those being different, I am mostly using the out of the box Approval Process Definitions. So for example, between both divergent company processes, the auditors can always see that both sides of the company completed their approvals in the Change Level - Implementation phase. A request has been made to allow one of the companies to do signature escalations for specific approval mappings. In this example, for the Change Level - Implementation phase, we are being asked to provide the capability for two different Approval Mappings: 1. Business Owner (a manager on the business side, usually mapped based on of a Product Name or a Service.) The Change Request should sit in a pending approval status until this individual or an alternate approves it. 2. I.T. Infrastructure Approvals, which begin with the Change Manager, which then escalates to the infrastructure director after two hours, which then updates to the CIO over this side of the organization after an additional two hours, which then updates to a Support Group featuring all I.T. Management within that support organization after one hour, at which point when the full time is up, the Change Request is automatically approved. The two main issues I have are: 1. I don't see any way to set up the Approval Process Definitions to escalate differently in a multi-tenant manner. It looks like I need to set up a different Approval Process Definition similar to the Change Level - Implementation one, but trigger it from a different Approval Process Configuration. 2. I don't see any way to be able to escalate approvals up a chain like this, only to send notifications or do an automatic approval. What I think may be the best solution for this is to simply set the I.T. Management group (or a subset of it in a new Support Group) in the Approval Mapping, which notifies all of them and gives them all an opportunity to approve, but then notifies the director and CIO unnecessarily. I'm not sure if there's some way to use the Level field on the Approver Mappings to build separate mappings for the Escalation, but I don't see how this would work conceptually. 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 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
