Read Complete Release Notes

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

What's New?

Added two new approval levels (Reporting Manager and Line Manager) in the Change Management workflow. The Administrator can configure new approval levels in the workflow. For more information, see: Configuring CR Approval Workflow.

Business Benefits

Provides flexibility to the Administrator to add more relevant approvers in the workflow.

Configuration

Configuring Reporting Manager and Line Manager in the workflow

To configure Reporting Manager and Line Manager in the workflow, perform the following steps:

Select Admin > Basic > Infrastructure > Workflow. The FILTERS pop-up is displayed.
On the FILTERS pop-up, select Module as Change Management.
Select the required Tenant, Owner Workgroup, Change Type, Category, and Customer from the drop-down list.
Click SUBMIT. The WORKFLOW page is displayed.
Click (Create a new workflow) icon. The WORKFLOW PROPERTIES pop-up is displayed.

Figure: WORKFLOW PROPERTIES pop-up
Type in the Workflow Name.
Select the required Tenant, Owner Workgroup, Change Type, Category, and Customer from the drop-down list.
Select Active check box and click SAVE.

Figure: WORKFLOW page
Click Activity tab to view Approval, Task, Notification and Condition.
Drag and drop the Approval component from the Activity tab to the working space.
Right-click on the Approval block and click Properties. The PROPERTIES pop-up is displayed.

Figure: PROPERTIES pop-up
Type in the name of the Approval block.
Select the required Prerequisite Status from drop-down list.
Select the Approver from the drop-down list.
1. Reporting Manager: If selected, Requestor's Reporting Manager becomes the Approver.
2. Line Manager: If selected, Requestor's Manager's Reporting Manager becomes the Approver.
Fill the other mandatory information. For more information, see Configuring CR Approval Workflow.
Click SAVE.

Scenarios:

Case 1: Consider Reporting Manager and Line Manager configured in the workflow, and CR also raised. In this case, the Reporting and line Manager are loaded based on Requestor as shown below.

See Screenshot

Figure: Change Record Details Page - Workflow

Case 2: Consider Reporting Manager and Line Manager configured in the workflow. But while raising CR, for the selected requestor, both have resigned or inactive or not configured. In this case, it will ask you set an approver as shown in the below screenshot.

See Screenshot

Case 3: Consider Reporting Manager and Line Manager configured in the workflow, and CR also raised. After some time, both are resigned or inactive. In this case, it will ask you set an approver as shown in the below screenshot.

See Screenshot

Note: The Analyst with same workgroup access of logged CR can only set the approver.

Case 4: Consider Reporting Manager is configured as Level 2 approver and Line Manager is configured as level 3 approver in the workflow, and CR also raised. After some time, both are resigned or inactive, and the first level approver (authorizer) tries to approve or refer back the CR. In this case, the below message gets displayed.

To approve CR, the first level approver needs to set the approver for Reporting Manager, and then he/she can approver the CR.

See Screenshot

Case 5: Consider in the workflow, the Reporting Manager is configured as Level 1 approver, and the Line Manager is configured as level 2 approver. The initiator logged the CR successfully, and the Reporting Manager is approved the same. Also, the Approval e-mail notification triggered the Line Manager. Post the e-mail trigger, the requestor's line manager is updated to the new line manager. In this case, the new Line Manager will receive the below e-mail notification.

See Screenshot

Also, the previous Line Manager receives below e-mail notification.

See Screenshot

Note: If the previous Line Manager tries to approve the CR, a message "This Change Record approver is changed. You cannot approve this CR" will be displayed.

Case 6: Consider Reporting Manager is configured as Level 1 approver in the workflow, and CR also raised. After some time, the Reporting Manager is resigned or inactive, and the initiator is not having analyst access. In this case, the below message displays when the initiator opens the CR.

See Screenshot

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