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SRM - Approvals based on user's answer to a question.

adiwood

Hi all,

 

I have looked through the documentation and couldn't see anything obvious.

 

We are looking at Remedy 7.6. It would be useful if it was possible to have an approval based on the answer that the user has given to a question or if a field they have chosen has been filled in.

 

We have a list of approved software that does not need approval, however if the user enters a value in the Other field then it should fire off an approval to IT Security.

 

Kind Regards

 

Adrian

  • 1. Re: SRM - Approvals based on user's answer to a question.
    Nathan Gressle

    Hi Adrian,

     

    This is possible but will require you to modify the approval rules for whichever process you are using (most likely SR Level). You will have to add a Prep Get Approver rule that pulls the data from the SRM:Request form to one of the temp fields then you will have to add a Get Next Approver rule where appropriate to only run if that field contains the data you are looking for.

     

    The major hurdle I forsee is if you are working with a standard form for your SRD...if this is the case you will have to run a couple prep get rules in order to find the question data...it's not stored on SRM:Request. If you are using an AIF then all of that data is stored in the respective SR type field so you can pull from there.

     

    Hope this Helps,

    Nathan

  • 2. Re: SRM - Approvals based on user's answer to a question.
    adiwood

    I finally got around to looking at getting this working. We decided we did not need it so did not make use of it until now.

     

    I have setup a number of Prep Get Approver rules that get the various fields I need and have setup a new Get Next Approver rule and when the user selects the relevant open the approval gets fired off.

     

    I found however the normal out of the box approval rule was also being fired off so I adjusted this to only run if the Service wasn't the same as the particular one I am looking at.

     

    The issue I have is that if the user picks another option under this service from the dropdown the approval starts but then doesnt match any of the rules so just gets stuck "Awaiting Approval". I tried playing around with some of the done rules but can't get it to work.

     

    How do I cancel out of the approval process if the rules all error?

  • 3. Re: SRM - Approvals based on user's answer to a question.
    Nathan Gressle

    In the case of "no rules match" do you want it to auto-approve or do you want it to go a different route?

  • 4. Re: SRM - Approvals based on user's answer to a question.
    adiwood

    Hi,

     

    It just needs to exit somehow and move to planning - guess this could be through the auto-approve however when I look at the logs it seems to excute all the auto-approve checks before it does any of the other stuff which means the fields are not set to check if auto-approve should be used. 

  • 5. Re: SRM - Approvals based on user's answer to a question.
    Peter Adams

    Pleaes note that the latest version of SRM (7.6.03) now has a feature that allows to map questions to fields of the SR form, so that at runtime the answers to these questions are filled into corresponding fields. The mapping capabilities are similar to the question --> variable mapping, i.e. you can also concatenate the question response to the existing field value (e.g. to update the SR summary field to make it more meaningful). You can use this feature to bring approval-relevant responses on the SR form, so that you can drive the processing of approval chaining or lookup within an approval process from the data on the SR form.

  • 6. Re: SRM - Approvals based on user's answer to a question.
    Nathan Gressle

    Peter - good to know, that will definitely make things easier

     

    Adrian - if you want the request to just approve (i.e. move to planning) then you will need to create another Get Next Approver rule with a qualification that catches the other values in the drop-down. You will need that rule to mimic the SR Level - Approved rule in the way that it sets Approved, etc on the APR:SYS-Approval Definition form. You also want to make sure your approval process has the approval success field set to "No More Approvers".

  • 7. Re: SRM - Approvals based on user's answer to a question.
    adiwood

    Still can not get this working.

     

    I have setup a service with a dropdown with the options "Announcement" and "Event".

     

    I have gone into AP:Administration and setup a new process the same as the SR-Level one but with my own naming.

     

    I have then created some new rules against this process.

     

    1. Prep Get Approver rule (order 0) which runs if the description of the request is the one I want.

     

    This sets the following fields from SRD:MultipleQuestionResponse with a Qualification of

    'SRInstanceID' = $SR_InstanceId$ AND 'QuestionOrder = "0".

     

    I then set the following

     

    Char Field 1 with the value of $Answer in Char$

     

    2. Get next approver rule which runs if Char Field 1 = "Announcement"

     

    This has a set field from the form "SRS:RequestApproversLookup" with a qualification

     

    This sets the following

     

    Next Approvers -  $Support Group ID$ + " | Request Approver"

    Level - $Approval Sequence"

     

    When I raise a request the status is Awaiting Approval and a record gets corrected in SRS:RequestApproversLookup but the logs do not seem to get anything else to happen.

     

    Think I am going to have to admit defeat and split out the Service Request - which will be a shame.

     

    Thanks

  • 8. SRM - Approvals based on user's answer to a question.
    Anish NameToUpdate

    Hi,

     

    Were you able to find a solution?

     

    I am in similar situation.

     

    Regards,

    Anish

  • 9. SRM - Approvals based on user's answer to a question.
    Sanjeeva Gurram

    Write a filter on the SRM: request on modify action read values form the roles form and then run process then trigger an approval

     

    Sanjeeva Naidu G

  • 10. SRM - Approvals based on user's answer to a question.
    Nathan Gressle

    Sanjeev - While this is possible it's not ideal as it's a hardcoded customization rather than a configuration of the approval rules.

     

    Adrian - Sorry I missed your post last month, it looks like you are on the right track...did you end up abandoning it? If not I can give some tips on where to check, I am guessing it is something small since the steps you took were correct.

  • 11. SRM - Approvals based on user's answer to a question.
    Sonny Galia

    Not sure if you've already resolved your issue, but I had a similar requirement that I was working on and some of the answers here got me going on the right track. Here's my scenario and the solution I took:

    Req's

    • Users need to put in a request to have a software application installed on their PC
    • Select from a set list of software applications
    • If certain software applications are selected, e.g. MS Visio or MS Project, then an approval needs to be obtained in order to start the process, otherwise the process goes ahead and starts without requiring an approval

    Solution

    • Environment: ITSM 7.6.03, SRM Standard Interface form
    • One of the questions on the form asks for “Software Application”, type: Menu (can be either static or dynamic)
    • Answer to this question is mapped to field, e.g. “SR Type Field 10” (have to make sure you’re using a char-type field)
    • SRD is set to use Approval Type: “Custom”
    • Create a new Approval Process, e.g. “Service Request – Software Application Install”, type: Level (just used the same settings as the other “Service Request” processes)
    • Create an new Approval Chain, e.g. “SRM:Request_Software_Install”, which uses the specific SRD as the Selection Criteria and the newly created Approval Process
    • Create an Approval Mapping which uses the newly created Approval Process as the Phase Name, to define the approvers
    • Create (4) Rules:

    o   To handle requests that don’t need an approval

    §  Get Authority – sets a field, e.g. “Char Field 1” with the value from $SR Type Field 10$

    §  Self Approval – checks if: $Char Field 1$ != "MS Visio" AND $Char Field 1$ != "MS Project"

    o   To handle requests that NEED an approval

    §  Prep Get Next Approver – (same as Get Authority) sets a field, , e.g. “Char Field 1” with the value from $SR Type Field 10$

    §  Get Next Approver – runs if: $Char Field 1$ = "MS Visio" OR $Char Field 1$ = "MS Project", and sets the next approvers (just copied settings from another OOB Service Request rule)

     

    So far it’s been working fine. Hope that helps!!

  • 12. SRM - Approvals based on user's answer to a question.
    Anish NameToUpdate

    Thank You. Yes. this would work like a charm.

    I was able to find solution on similar concept. (7.6.03)

    Solution

    I created an Auto Approval Rule. The rule will have a specific qualification to auto approve if SR field has a certain value

  • 13. Re: SRM - Approvals based on user's answer to a question.
    adiwood

    Excellant stuff. I had given up for a while but will give that a go Emmanuel when we get 7.6.03/04 and see if I can get it working. At the moment with the current version we can not map back to the Service Request.

     

    Going to be so powerful if we can and would reduce the amount of services we have in SRM.

  • 14. SRM - Approvals based on user's answer to a question.
    Sanjeeva Gurram

    adiwood,

     

    I follwed in the same manner u have given it is not working for me

     

    My req is we have so many srd's

     

    for one of the srd we have the question yes or no based on the selcetion of the Question approvals has to be triggered

     

    and we have other srd which follow out of the box approval process

     

    we we submitted the srd which has the condtional question yes or no even out of the box one also firing

     

    can u help me on this

     

    Thanks

    Sanjeeva Naidu G

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