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This blog discusses the use case for Auto Approval and Ad-Hoc approval. Recently I have seen many questions around the auto-approval area within BMC Communities and the purpose of this Pulse blog is to give guidelines on how to enable the auto-approval and kick off both auto-approval and ad-hoc approval at the same within a Service Request Definition(SRD).

 

In the below example, you can see we are using ad-hoc approval and based on the approver login ID, the request will sent to Bob for approval.

 

Case 1 # Ad-Hoc Approval

 

 

 

 
 

In order to get the Ad-hoc approval to work, we have exposed the z1d_Approver from SRM Request so that we can add the same when doing Question/Mapping with SRD.

 
    
 

Here I created a chain with an ad-hoc and level. So with below chain, the request first gets approved from ad-hoc approver and then a level approver.

 

 

 

 

 

Approval snippet for Ad-Hoc Approval

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<APPR> [Tue Aug 26 23:46:03.298] [Main] DEBUG - Approval Server checking for Pending Task

<APPR> [Tue Aug 26 23:46:03.306] [Thread 1] INFO  - Initiated by  -- Remedy Application Service

<APPR> [Tue Aug 26 23:46:03.306] [Thread 1] INFO  - Category      -- Approval

<APPR> [Tue Aug 26 23:46:03.306] [Thread 1] INFO  - Source Form   -- SRM:Request

<APPR> [Tue Aug 26 23:46:03.306] [Thread 1] INFO  - Entry ID --  000000000000407

<APPR> [Tue Aug 26 23:46:03.306] [Thread 1] INFO  - Tag           -- Service Request - Ad Hoc

<APPR> [Tue Aug 26 23:46:03.311] [Thread 1] DEBUG - Working with process Service Request - Ad Hoc

<APPR> [Tue Aug 26 23:46:03.488] [Thread 1] DEBUG - Request ID -> 000000000000407 :: Process Name -> Service Request - Ad Hoc

<APPR> [Tue Aug 26 23:46:03.641] [Thread 1] DEBUG - Get first approver

<APPR> [Tue Aug 26 23:46:03.649] [Thread 1] DEBUG - Expanding roles for approver(s):  Bob

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Let’s discuss now the second case, how the auto-approval works. The purpose of the auto-approval is, if the submitter is also an approver, the request will get automatically approved.

 

Case 2 # -Auto Approval

From Approval Administration Console, you can select the Process and make it active

 

 

 

Make sure the SR- Auto Approved Rule is Active

 

 

Here is another chain we have created for an auto-approve. Take a close look at the selection criteria which will show we are capturing the auto Approval Keyword in SR Type Field 10 and that’s the key

 

 

 

You can see when user appadmin submitted the request, it auto-approves the request based on the Question Response and the request went to Planning/Initiated state.

 

 

Auto-Approval snippet of log
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<APPR> [Tue Aug 26 23:43:24.959] [Main] DEBUG - Approval Server checking for Pending Task

<APPR> [Tue Aug 26 23:43:24.983] [Thread 1] INFO  - Initiated by  -- Remedy Application Service

<APPR> [Tue Aug 26 23:43:24.983] [Thread 1] INFO  - Category      -- Approval

<APPR> [Tue Aug 26 23:43:24.983] [Thread 1] INFO  - Command       -- New-Details

<APPR> [Tue Aug 26 23:43:24.983] [Thread 1] INFO  - Source Form --  SRM:Request

<APPR> [Tue Aug 26 23:43:24.984] [Thread 1] INFO  - Entry ID      -- 000000000000406

<APPR> [Tue Aug 26 23:43:24.984] [Thread 1] INFO  - Tag           -- Service Request - Auto Approve

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During creation of a SRD, we set the approval type to Custom. The reason for setting it to custom is so we can leverage the custom approval process based on Question responses

 

 

 

You can see below in Question/mapping within SRD, we mapped the z1D_approver and SR Type Field 10. So based on the responses, if someone selects No-Auto-Approval, he will be presented with an option to specify an approver and we will capture the approver in z1d_Approver. If someone selects auto-approver, it sets the z1d_approver as submitter and approves the request.

 

 

 

References:

Please refer below documentation available for enabling SRM Auto-approval

https://docs.bmc.com/docs/pages/releaseview.action?pageId=262800416

 

I hope you find this blog useful. Please comment on this blog with your suggestions to make the blog more productive and appreciate your general comments as well on this blog.

 

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