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To approve service reuests,person should have "Request Approver" role and must be member of support staff.
In your case, If Region controller is not having this role , he will not be able to approve service request.
Hope This will Help..
That helps some.
To be a member of the support staff that is a monthly charge correct? A region controller is basically an accountant for a region, they are not IT staff.
In our organization, if a user requests a new computer, IT can't approve that. The financially responsible person for that area must approve. Then IT will fulfill that request.
If this is the case, the Approval process won't really work for us... at least for 85%-90% of all request.
Today (Winter11 release) one DOES require a license to be an approver in a process, yes. This is a restriction on the platform that we are working hard to address. We are working diligently with salesforce.com to come up with a solution for different types of licenses (approver-only, casual user, etc., amongst them) to address the issue in our Spring11 release.
For an urgent need, I'd encourage you to speak with your sales representative and outline the need in your approval processes, # of potential approver licenses, etc.
Remedyforce Product Evangelist
SaaS Technical Marketing & Enablement
Thanks for the reply. This helps to at least understand that this is a concern that BMC and Salesforce is aware of and are trying to find a solution.
Has a solution to this been found? I am about to start "requests" and i need end-users to approve purchase requests (people that will not have a IT liscense)
Yes, this has been addressed. While users must be licensed to be named as an approver, our Winter 13 release updated licensing so that users licensed for self service can be approvers. There are often a few steps to go through. Check here for more info: https://communities.bmc.com/ideas/1272