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SummitAI Service Management Help

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A CAB member who is configured as an Approver by the Administrator has the privilege to Approve, Reject or Refer Back a Change Record (CR). By default, a CAB member who is not having approval privilege can object to a CR. If any user has delegated the approval role to you, you can also approve that user's CRs (see: Delegating Role in SummitAI Platform Module).

The configured CAB member has the provision to approve or reject the CR proposed for Standard Change directly via e-mail notification. 

To Approve or Reject Change Records:

  1. Select Change > User > Approve Change Records.
  2. On the APPROVE CHANGE RECORDS page, a list of CRs awaiting your approval is displayed under LIST table.

    APPROVE CHANGE RECORDS page (Tile view)
    Figure: APPROVE CHANGE RECORDS page (Tile view)

     APPROVE CHANGE RECORDS page (Tabular view)
    Figure: APPROVE CHANGE RECORDS page (Tabular view) 

    The fields on the Approve Change Records list are displayed based on the fields selected in Selected Columns of Configure Columns pop-up page.

  3. Click the CR No. of the Change Record you want to approve or reject. On the CHANGE RECORD ID page, click APPROVAL icon on the ACTIONS panel.

    CHANGE RECORD ID pageFigure: CHANGE RECORD ID page

  4. On the APPROVAL pop-up page, select the approval status from the list as Yes, No or On-Hold. Specify your remarks and click SUBMIT. The fields on this page are read only, if you are not the CAB member for the selected CR. 


    Figure: APPROVAL pop-up page: APPROVE CR: CAB APPROVAL

Display of messages based on User Personas and Privileges 

If a logged in user is an Authorizer but does not have analyst license and when Authorizer tries to approve/Authorize the CR, the    following message was displayed. 

“You do not have workgroup access and cannot make any changes to this Change Record” 

But was still able to Authorize the CR. This message is changed to 

“You can only Authorize/Approve this CR, however you need to be an Analyst to make any changes” 

This Scenario based message display is introduced to showcase relevant messages to user personas. When different user  personas  with different privileges login and try to approve or authorize a Change Record, different messages are showcased as below. 

ScenarioPersonaError Message displayedAccess to workgroup
1Any other Analyst with no access to workgroup. You do not have workgroup access and cannot make any changes to this Change Record No
2

Approver/Authorizer.


You can only Authorize/Approve this CR, however you need to be an Analyst to make any changes NA
3Analyst (who is also an approver in any of the levels). No Message to be displayed (As he can approve also and update also) Yes

The following scenarios are explained based on the logged in user persona and message that is displayed.  

Example: Consider a Change Record with ID - 774 

Scenario 1: Manish, an Analyst with no access to Workgroup logs in. The message -You do not have workgroup access and cannot make any changes to this Change Recordis displayed. 

The following figure highlights the logged in user (Analyst with no access to Workgroup) and the message that is displayed.

Figure: Analyst with no access to Workgroups 

Scenario 2: Sahana Ranganatha, an Approver/Authorizer logs in and tries to approve or authorize the Change Record, then the message - You can only Authorize/Approve this CR, however you need to be an Analyst to make any changes. 

The following figure highlights the logged in user (Approver/Authorizer) and the message that is displayed. 

Figure: Approver or Authorizer with no Analyst license 

Scenario 3: Yakshith, an Approver at any level and has access to Workgroup logs in and tries to approve or authorize the Change Record, then No message is displayed. 

 

Figure: Approver with access to workgroups 

To Approve or Reject Change Records proposed for a Standard Change:

The CAB members are notified that the CR is proposed for Standard change and can directly approve or reject the CRs proposed for Standard Change along with the CR itself via email notification based on the TENANT level configuration. 

If Admin select Approve Proposed Standard Change via Email as Enable, then the Approver gets the email notification to either approve or reject the CR proposed for the standard change along with the CR itself. A sample screenshot is shown below:

Figure: Email notification - Approve Proposed Standard Change via Email - Enable

Perform the following steps to approve or reject the CR (proposed for Standard Change):

  1. In the received email notification, click on the Change Record ID hyperlink to view the details of the CR.
  2. Click Approve or Reject.
  3. An email based on the action taken as Approve or Reject is displayed.

If you want to approve or reject the CRs and Standard Template separately then login to the Web app using the login hyperlink in email notification. 

If Approve Proposed Standard Change via Email is selected as Disabled then the Approver gets only the email notification without any Approve or Reject buttons. Hence, prompting the Approver to login via Web to approve the CR. A sample screenshot is shown below:

Figure: Email notification - Approve Proposed Standard Change via Email - Disable

The following flow diagram summarizes the above-mentioned process.

Note
titleNote
  • Delegated approvers can also reject or approve the requests via email.
  • The notification email sent to the CAB Approvers will be captured in the Change History (Actions Panel) of the CR.
  • The notification email sent to the CAB Approvers will be received by the Analysts also who are delegated by the CAB Approvers.

Anchor
Configure Columns
Configure Columns
Configure Columns

Click CONFIGURE COLUMNS to customize the columns on the page. 

To personalize columns:

  1. Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.


    Figure: Configure Columns

  2. Select Display Type (Tile View or Tabular View).

  3. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns.

  4. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

  5. Click SUBMIT. The list reloads to show the changes.


Note
titleNote:

The following new columns are available in the Available Columns of CONFIGURE COLUMNS pop-up page. 

Page Name

Columns

Approve Change Records List page

  • Tenant

    Note
    titleNote

    The Tenant field will be available in the Available Column list only if the Analyst has access to more than one Tenants.

    Expand
    titleScreenshot 1

    In the following sample screenshot, the Tenant field is not visible under Available Columns list, as the Analyst has access to only one Tenant.

    Figure: Configure Columns

    Expand
    titleScreenshot 2

    In the following sample screenshot, the Tenant field is visible under Available Columns list, as the Analyst has access to more than one Tenant.

    Figure: Configure Columns

  • Planned End Date
  • Analyst


Filters

This section explains Filters panel of the APPROVE CHANGE RECORDS page.

Click the Filters icon to specify a particular filter criterion to display the CRs. The FILTERS pop-up page is displayed. Specify the required and mandatory fields and click SUBMIT.


Figure: FILTERS pop-up page

The following table describes the fields on the FILTERS page:

Field

Description

Tenant

Select the required Tenant from the drop-down list. 

  • If the Analyst has access to only one Tenant, then only that Tenant is displayed in the drop-down.

    Expand
    titleScreenshot 1

    In the following sample screenshot, the Tenant field displays only Information Technology in the list, as the Analyst has access to only one Tenant (Information Technology).

    Figure: Filters


  • If the Analyst has access to more than one Tenant, then the Tenant drop - down list displays all those Tenants.

    Expand
    titleScreenshot 2

    In the following sample screenshot, the Tenant field displays All, HR and Information Technology in the list, as the Analyst has access to more than one Tenant (Information Technology, HR).

    Figure: Filters


Change Type

Select the status of the Incident from the drop-down list. Available options are as follows:

  • ALL
  • Normal
  • Standard
  • Emergency
  • Expedited

Owner Workgroup

Select the owner Workgroup from the drop-down list.

Status

Select the status from the drop-down list from the available options.


Assigned WorkgroupSelect the Workgroup to which the CR belongs to.
Initiator Specify the initiator.
Change Record ID

Specify the range of CR IDs to be displayed in the From and To fields.

CI ID

Specify the range of CI IDs to be displayed in the From and To fields.

Registration from Date

Select the registration start date from icon.

Registration To Date

Select the registration end date from icon.

Planned Start Date

Select the planned start date from icon.

Planned End Date

Select the planned end date from icon.

AnalystSelect the name of the approver.
PrioritySelect the priority from the drop-down list.
Approval Status 

Select the approval status from the drop-down list. Available options are as follows:

  • Pending For Action
  • Approved
  • Rejected
  • Referred Back
Classification

Click icon to provide value and search for the Classification. The Classification pop-up page is displayed. Select the classification from the displayed hierarchy. A sample screenshot is shown below:

Expand
titleScreenshot

Figure: Classification Pop-up Page

You can type in the first two characters of the required Classification in the Search text box. The Classification pop-up page is displayed with the required Classification.

Expand
titleExample

The following Classification pop-up page is displayed, If you type in "em" in the Search text box for the Classification Emergency.

Figure: Classification Pop-up Page

Category

Click icon. The Category pop-up page is displayed. Select the Category from the displayed hierarchy. A sample screenshot is shown below:

Expand
titleScreenshot

You can type in the first two characters of the required category in the Search text box. The Category pop-up page is displayed with the required Category.

Expand
titleExample

The following Category pop-up page is displayed if you type in "ap" in the Search text box for the Category Application, the search result will display the categories starting with the App.

Impact

Select the impact from the drop-down list. The list displays the options based on the configuration done at Change > Configuration > Impact. 


ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CHANGE RECORD ID page. For information, see ACTIONS on the Viewing List of Change Records.


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