Configuring CR Approval Workflow

Owned by Saranya S (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

What is CR Approval Workflow?

A workflow is a pictorial representation of the steps involved in a process. It gives a better understanding of the process and thus helps the administrator to identify the steps easily and configure them as per the requirement.

Using the Graphical Workflow Design, you can create a workflow to define the approval cycle of a Change Record.

Working with Graphical Workflow


Figure: WORKFLOW

Section 1

This section displays the Change Type Workflows created for the selected Tenant, and the available activities, in the Workflows and Activity tab, respectively.

On the Workflows tab, you can select the Change Type and design a workflow for the Change Type.

On the Activity tab, you can view the various components of the Change Record Approval Cycle. You can drag the required components in the working space and connect the components to define the Approval Cycle accordingly.

The following table explains the components available in the Activity tab.

Component

Description

Approval

Select this component to configure the Approval Levels of the Change Record.

Task

Select this component to configure the Task to be performed when the CR is in the configured status..

Notification

Select this component to configure when the users are notified in the Approval Cycle.

Condition

Select this component to configure conditions for an Approval.

Section 2

The following table explains the options available in the tool bar:

Options

Description

Click this button to expand or collapse the left panel consisting of the Workflows and Activity tab.

Click this icon to clear the flow.

Click this icon to set the parameters for displaying the Workflow. See Screen Shot.


Figure: FILTERS pop up page

Show grid

Select the check box to view the grid lines while creating the workflow.

Click this icon to view the Workflow properties.

Section 3

The Start and the End points of a flow are displayed in the working space by default. You can drag the components of the workflow in the working space and connect each component to create the workflow.

To view the properties of the component or delete it, right-click on the component block and click the required option.

The following table explains the properties of each component:

Component

Properties

Approval

Double-click on the Approval block or Right-click and click Properties.


Figure: PROPERTIES pop-up page

The following table describes the fields in the PROPERTIES pop-up page of the Approval block.

Field

Description

Title

Type in the name of the Approval block.

Prerequisite Status

Select the CR status when this Approval is required.

Approver

Select the required option  in the drop-down list to configure the Approver for this Approval.

  • Authorization: Select this option to set the configured Authorizer as the Approver.
  • CAB: Select this option to set the CAB as the Approver. If selected, Allow Additional Approver's Vote check box appears.
  • Select Individual: Select this option to configure a User as the Approver. On selecting this option, additional fields are displayed to add the User name.


Figure: Additional fields of Approver

The following table explains the fields when Select Individual is selected on the Approver field.

Field

Description

User

Click the search icon and select the user in the list.

Minimum No. of Approvals Required

Specify the minimum number of Approvals required from the list of selected User.
Example: If three users are selected, and Minimum No. of Approvals Required is set to '2', at least, two users should approve the CR.

User Selectable: If selected, the End User can select the Approver for the specific Approval level. If user selectable approval(s) is configured along with the condition(s) in workflow, the user selectable approval(s) will be displayed based on the met conditions while raising or updating the CR.

Update CR Status To

Select the required status in the drop-down list. The status of the CR is changed to the selected status after the Approval.

Refer Back to Requestor

If selected, the option Refer Back to Requester is displayed in the Status drop-down list of the APPROVAL pop up page on CHANGE RECORD ID page.

Refer Back to Previous Approvers

If selected, the option Refer Back to  <Approval Name> is displayed in the status drop-down list  of the APPROVAL pop up page on CHANGE RECORD ID page.

Allow Customer Approval

If selected, the Analyst can select the customer for Customer Approval on the CHANGE RECORD ID page when the CR is in the configured Prerequisite Status.

Is PIR Required

If selected, Is PIR Required ? check box in the APPROVAL pop up page of the CHANGE RECORD ID page is enabled for the selected Prerequisite Status.

Allow User Selectable Approval

If selected, Users who can Add Approvers drop-down list becomes enabled.

Auto Approval

Select the check box and configure the auto-rejection and auto-approval of the Change Requests. 

  • Approve: Select the option and enter the time in the Approve/Reject Duration field to automatically approve the Change Request if the configured time exceeds.
  • Reject: Select the option and enter the time in the Approve/Reject Duration field to automatically reject the Change Request if the configured time exceeds.

Users who can Add Approvers

Select User or User Group from the drop-down list who can configure Approvers for the specific Approval level.

Allow Additional Approver's Vote

If selected, members other than approvers will be able to vote Yes or No on the APPROVAL tab of CHANGE RECORD ID page with comments but final approval will be done by CAB members with approval rights.

Task

Double-click on the Task block or Right-click and click Properties.


Figure: PROPERTIES pop up page

The following table describes the fields in the PROPERTIES pop-up page of Notification block.

Field

Description

Title

Type in the name of the Task.

Prerequisite Status

Select the status of the CR in the drop-down list. The task is performed when the CR is in selected status.

Optional Status

Select the required status in the drop-down list. The selected Status are displayed in the Status drop-down list on the CHANGE RECORD ID page.

Initiate Task

Initiate Task check box defines the Task functionality.

  • If Initiate Task check box is selected, after an  approval as defined in the Workflow, task status changes from Draft to New.
  • If Initiate Task check box is not selected, the Task functionality works as per the traditional way.
    • For Normal, Standard, and Expedited Change Type, Task is initiated once the CR is approved.
    • For Emergency Change Type, when e-CAB Approval is required After Implementation, Task is initiated after Initial Authorization of the CR.
    • For Emergency Change Type, when e-CAB Approval is required Before Implementation, Task is initiated the CR is Approved.

Final Status

Select the Final Status of the Change Record from the drop-down to validate all the Tasks.

All the Tasks linked with the CR should be validated before moving the CR to the

selected Final Status. If Tasks are not validated, the CR cannot be moved to the selected Final Status.

Note:

  • In most of the cases, Task validation is the Implementation of Task. The Task validation can also vary according to the organization workflow.
  • This configuration is applicable only when the Initiate Task check box is enabled.
  • If Initiate Task check box is not enabled, the default final status of CR is Implementation. In this case all the Tasks should be validated before moving the CR to the Implemented status

Notification

Double-click on the Notification block or Right-click and click Properties.


Figure: PROPERTIES pop-up page

The following table describes the fields in the PROPERTIES pop-up page of Notification block.

Field

Description

Title

Type in the name of the Approval block.

Notification Type

Select the notification type in the drop-down list.

Select Recipient

If this check box is selected, the selected recipients are notified as configured in the workflow.

Additional Recipient

Type in the e-mail id of the users/analyst to be notified, and click ADD TO LIST or ADD CC LIST button as required.
ADD TO LIST: Click this button to add the e-mail id to the To List field.
ADD CC LIST: Click this button to add the e-mail id to the CC List field.

To List

Displays the e-mail ids of the users as configured in Additional Recipient field.

CC List

Displays the e-mail ids of the users as configured in Additional Recipient field.

Subject

Type in the subject of the Notification e-mail

Custom Attributes

Select the Custom Attributes in the drop-down list. The custom attributes is displayed in the Body text field.

Body

Type in the content of the Notification e-mail.

Condition

Double-click on the Condition block or Right-click and click Properties.


Figure: PROPERTIES pop-up page

The following table describes the fields on the PROPERTIES pop-up page of the Condition block.

Fields

Description

Title

Type in the name of the Condition block.

AND

Click the AND tab to add Rule using the AND operand for configuring Rules for the selected Custom Attributes. If the AND operand is selected,all the Rules defined under it have to be successful to implement the Action.

To add Rules:

Select the required option for which you want to configure the Rule from the list. Choose the operator from the list. Type in the value you want to equate with the Rule.

OR

Click the OR tab to add rule using the OR operand for configuring Rules for the selected Custom Attributes. If the OR operand is used then at least one of the Rules has to be successful to implement the Action.
To add Rules:
Select the required option for which you want to configure the Rule from the list. Choose the operator from the list. Type in the value you want to equate with the Rule.

ADD RULE

Click ADD RULE to add another row of Rules.

ADD BLOCK

Click ADD BLOCK to add another block of Rules configuration.

DELETE BLOCK

Click DELETE BLOCK to delete the additional row of Rules configuration.

SAVE

Click SAVE to save the configured Condition.

Note:

Select any component and press the DELETE key or Right-click on the component and click Delete to delete the component from the Workflow.

To create a Approval Workflow:

  1. Click Admin > Basic > Infrastructure > Workflow.
  2. On the WORKFLOW page, specify the required fields on the FILTERS pop-up page and click SUBMIT. The Change Types are displayed for the selected criteria.
  3. Select the Change Type for which you want to design the Workflow.
  4. Drag the required components from the Activity tab to the working space.
  5. Set the properties of the component blocks.
  6. Connect the components as required.
  7. Click SUBMIT to save the Workflow.


Note:

The Workflow cannot be created/modified if the Service Catalog is in Published state.