Configuring Approver Reminder

When a Service Request (SR) is logged, the SR Approver is notified after a specific period if the SR is not resolved. The period (number of days) after which the reminder is sent to the Approver is configured on the APPROVER REMINDER page.

To configure Approver Reminder:

1. Click Request > Configuration > Approver Reminder Configuration. The APPROVER REMINDER CONFIGURATION page is displayed. The APPROVER REMINDER CONFIGURATION page displays the list of reminder configuration. The following table describes the fields on the APPROVER REMINDER CONFIGURATION page.

   Field	Description
   Tenant	Displays the Tenant selected for the configuration
   Category Name	Displays the name of the category selected for the configuration.
   Reminder Days	Displays the days configured to notify the approver and this value is configurable. Let’s consider the following example: If the Approval reminder is set to 2 days, the reminders are sent to approvers based on the log time of the SR and also sent to the current approver whose approval is pending. If the SR log time has crossed 2 days, the current approver will get a reminder. This logic is applied to the entire line of approvers. This reminder is sent every 2 days, even if the scheduler is set to run hourly, it keeps tag of the last reminder date and continues to send reminder every 2 days. This reminder happens based on the number of days configured in Approval Reminder page, which is calculated from SR log time.
   Catalog Name	Displays the catalog selected for the configuration.
   Updated Date	Displays the time and date the configuration was updated.
   Active	Displays the status of the configuration. If True is displayed, the configuration is active. If false is displayed the configuration is inactive. Note: The configurations with False status will be displayed on if Include Inactive check box is selected.

2. On the APPROVER REMINDER CONFIGURATION page, click ADD NEW on the ACTIONS panel.
   
   
   Figure: APPROVER REMINDER page
   
   

3. Select the Tenant and type in the required values in Category, CatalogName, and Days. If you select the Active check box, the Approver Reminder becomes an available option.

   Note:

   If you select the ALL check-box, the Category and Catalog Name fields are disabled, and the reminder configuration is created for all the Categories and Catalogs. However, if any configuration exists for a specific Category or Catalog, the Approver is notified based on that configuration.

    Information

   For the Delegated Approval:
   No, Delegated user will not get reminder as the configuration is not possible and this is a product limitation and is by design.

   If it’s Forwarded Approval, then the following apply:
   Reminder configuration is possible and will work as per the Approval Reminder Configuration screen with configured Catalog and Category.  

   However, to view Forwarded Approval you have to Filter from the SR list page. To achieve this, perform the following steps:

   1. Log in as an Analyst.
      
      
   2. Navigate to Request > Service Request List.
      
      
   3. Click Filters and apply filter for Status IN “Pending for Approval (Forwarded)”.
      
      Figure: Service Request List

ACTIONS

This section explains all the icons on the ACTIONS panel of the APPROVER REMINDER CONFIGURATION page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Approver Reminders for the selected Tenant.


Figure: APPROVER REMINDER CONFIGURATION page

• To edit an Approver Reminder configuration, click the Tenant link, edit the fields, and click SUBMIT.