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Feature released in SummitAI IT Service Management (Denali SP3, Change Management)

What's New?

Using this functionality, the Administrator can remap the CRs pending with a particular Approver due to role change or relocation or department change to a new Approver.

When a CR approver is assigned a new role or moved to a different team or location, the CRs waiting for his/her approval gets halted and leads to business discontinuity. So, it is required to re-assign approval tasks to another approver. Using the Remapping CR Approver feature, the halted CR approvals tasks can be mapped to another Approver. It helps in reorganizing the work and finish the pending CR approvals on time.

Also, the Administrator can identify the CRs pending with an Approver at a particular Approval Level, Approval Type in a workflow.

Business Benefits

Provides flexibility to remap the approver for the CRs which are pending for approval with a particular Approver. Also, this helps to complete the approval process as soon as possible.

Configuration

1. Enable CM Approver List and CR Approver List sub menus in admin Role Template: To view CR Approver List sub menu, the Administrator should enable CM Approver List and CR Approver List sub menu on the ROLE TEMPLATE - MENU CONFIGURATION page (Admin> Basic > Users > Role Template > Select the required ROLE TEMPLATE from the LIST > Click ADMIN from under the MODULES section > Select the Edit and View check box corresponding to the CM Approver List and CR Approver List sub-menus > Click SUBMIT to save the configuration).
   
   
   Figure: ROLE TEMPLATE - MENU CONFIGURATION page
   
   
   Figure: Admin: Users: CR Approver List
   
   
2. Other configurations before remapping.
   1. Before remapping Authorization Level to a new approver, add the new approver as Owner/Additional Owner to the same Workgroup of the logged CR (Admin >Basic > Infrastructure >Workgroup > Select the same Tenant > Select the same Workgroup > Add the new approver as Owner or Additional Owner).
      
      

   2. Before remapping the CAB Level to the new approver, add the new approver as a CAB to the same Tenant of the logged CR (Change  > Configuration > Change Advisory Board >.Select the same Tenant > Click ADD NEW on the ACTIONS panel > Select Required Categories, Change Types, Workgroups, Change Category > Search and select the new approver from Change Advisory Board Member field > Select Active check box >Click SUBMIT).
      

      Expand
      title Change Advisory Board Configuration
      Figure: CHANGE ADVISORY BOARD configuration page

      
      

   3. Configure the new Reporting and Line Manager in the system before remapping the Reporting and Line Manager level.
      
      
3.  Post configuration, the Administrator can remap the CR approver. For information, see Remap Change Request Approver.

How it Works?

Scenario:

Consider for the below CR, the administrator wants to remap the authorization level from Andrew to Thomas. In this case, the administrator should add the new approver (Thomas) as Owner/Additional Owner to the same Workgroup of the logged CR.

Figure: Change Record Details Page

Here, the Workgroup is Change Workgroup. on the WORKGROUP page (Admin >Basic > Infrastructure >Workgroup > Select the Tenant as Information Technology > Select the Workgroup as Change Workgroup ), add new approver (Thomas) as Owner/Additional Owner as shown below.

Figure: WORKGROUP configuration page

Post configuration, the Administrator can remap the CR approver.

To remap CR approver:

1. Select Admin > Basic > Users > CR Approver List. The CR APPROVER LIST displayed.
2. On the CR APPROVER LIST page, all the CR approvers in the system are displayed.
   
   
   Figure: CR APPROVER LIST page
   
   
3. Click the Number of CRs hyperlink. The REMAPP APPROVER - APPROVER NAME page is displayed.
   
   
   Figure: REMAP APPROVER - APPROVER NAME page
   
   
4. Select respective check box of the CR NO(s), for which you want to assign to the approver. 
5. Click Change Approver. The REMAP APPROVER page displayed.
   
   
   Figure: REMAP APPROVER pop-up
   
   
6. Type in the approver name or search the approver to whom you want to assign the selected Change Requests. 

7. Click Remap. The selected Change Requests are assigned to a new Approver and the below e-mail notification triggers to remapped approver.
   
   
    Figure: Success Message
   
   
   Figure: Conformation E-Mail to Remapped Approver

Post remap, the Approver (Thomas) can authorize the CR.

To authorize CR, perform below steps:

1. Login to the application as Thomas.
2. Select Change > User > Change Record List. The CHANGE RECORD LIST page is displayed.
3. Click the CR No hyperlink (CR639). The CHANGE RECORD ID page is displayed.
4. Click the Authorization block the AUTHORIZATION pop is displayed with remapped approver.
   
   
   Figure: Change Record Details page
   
   
5. Click the CHANGE HISTORY icon on the ACTIONS panel. The CHANGE HISTORY pop-up is displayed. 
6. The remapped approver history gets captured.
   
   
   Figure: CHANGE HISTORY pop-up
   
   
7.  Click APPROVAL icon on the ACTIONS panel.
   
   
   Figure: APPROVAL pop-up
   
   
8. Select the approval status from the list as Authorize, Not Authorized, Authorize & Forward, On-Hold, or Refer Back To Initiator.  Specify your remarks and click SUBMIT.
   
   
   Figure: CHANGE HISTORY pop-up