Default Approver Option for Service Request

Owned by Enterprise IT
May 08, 2024

Read Complete Release Notes

Feature released in SummitAI Service Management (#28037, Service Catalog Management, Denali SP1 HF01)

What's New?

A new field, Default Approver is added on the PROPERTIES pop-up page (Admin > Basic > Infrastructure > Workflow > On the FILTERS pop-up page, select Service Catalog Management > Double-click the Approval block) of the Approval block. This field appears when the Autofill control is mapped to the Custom table while creating a Service catalog on the FORM BUILDER page.  

Benefit

In the absence configured Approver for the Service Request, the configured Default Approver can approve the Service Requests, which is raised using the particular Service Catalog.

UI Changes

Now, the Administrator can configure one of the following Default Approver for the Service Catalog:

OptionDescription

None

When None is selected in the Default Approver drop-down list, the user should set the Approver while raising the Service Request.

Select Individual

When Select Individual option is selected in the Default Approver drop-down list, a new field User is populated under the Default Approver field, where the administrator can add Individual user as Default Approver for the particular level of the service request.

Reporting Manager

When Reporting Manager option is selected in the Default Approver drop-down list, the Reporting Manager (as configured in the Active Directory) becomes the Default Approver for the particular level of the service request.

Skip Level

When Skip Level option is selected in the Default Approver drop-down list, the Line Manage of the Caller (as configured in the Active Directory) becomes the Default Approver for the particular level of the service request.



Figure: PROPERTIES pop-up page - Default Approver 


Figure: PROPERTIES pop-up page - User (Default Approver)