Elevate Change with Confidence and Authority!
The Mobile App enables authorized approvers to review and take action on pending Change Records (CRs) through the PWA, without accessing the desktop application. Approvers can approve, reject, or refer back CRs directly from their mobile device and view complete CR details, including requestor information, key change details, approval stages, and related tabs.
The Approve CRs page displays CRs pending the logged-in user's approval, along with key information such as Change Type, Owner Workgroup, Change Initiator, and Planned Start and End Times.
Figure: PWA Dashboard
User Persona: Approver
Let's explore the following use case.
User Persona: Approver | Solution |
A critical production change is awaiting CAB approval, but the assigned approver is away from the desktop application. The pending approval may delay the scheduled implementation window and impact the change timeline. | The Mobile PWA allows the authorized approver to access the pending CR, review its implementation details, risks, impact, and approval stages, and approve, reject, or refer back the CR with remarks directly from a mobile device. The CR then proceeds according to the configured Change Management workflow. |
Approve CRs Components
The Approve CRs list page displays available Change Records along with their status, key details, approval information, and navigation options:
Component | Description |
|---|---|
Status Filters | Filters Change Records based on their approval status. The Pending For Action status is selected, by default. |
Filters | Opens the filter options to refine the CR list. |
Total | Displays the total number of available CRs. |
Pagination | Displays the number of Change Records currently shown and the total number of available records. Use the |
CR Card | Displays the key details and approval information for an individual CR. |
and 
buttons to navigate between pages of Change Records.Approve Change Record(s)
Designated Approvers, such as Change Advisory Board (CAB) members or users assigned the required approval authority, can review and approve Change Requests (CRs). The approval process helps ensure that proposed changes to the IT environment meet the organization’s defined business and change management requirements.
To approve a change request, perform the following steps:
On the Home screen, tap the Approve Change Records icon.
The Approve CRs list page is displayed.
Figure: Approve CRsTap the CR that you want to Approve.
The Change Record Detail page is displayed.
Figure: Change Record DetailClick Action and select the appropriate action from the list for the CR.
The list of actions are displayed.
Figure: Action listClick Authorize to approve the CR.
The Remarks field is displayed.
Figure: RemarksEnter the appropriate remarks in the Remarks field and click OK.
A success message is displayed and remove the CR from the pending list to the updated status accordingly.
Figure: Success Message
Change Record Statuses
The Mobile App categorizes Change Records (CRs) based on their current approval status, enabling approvers to quickly view and manage CRs according to the action or outcome associated with each record. The following status filters are available:
Displays all Change Records available to the user, regardless of their current status.
Displays Change Records that have been approved by an authorized approver.
Figure: Approved
After a CR is approved, its status is updated and the CR moves to the next stage of the configured Change Management workflow. If additional approvals are required, it is routed to the next designated approver; otherwise, it proceeds to the subsequent change process stage.
Displays Change Records that require an action from the current user, such as approval, rejection, or referral back.
Figure: Pending for Action
Displays Change Records that have been referred back for review or required updates.
Figure: Referred Back
The CR is returned to the requester or responsible user for review and required updates, after which it can be resubmitted for approval.
Displays Change Records that have been rejected by an authorized approver.
Figure: Rejected
The CR follows the configured rejection workflow. If resubmission is permitted, the requester can address the rejection and submit the CR again.
Filters
The Filters enables you to specify filter criteria to display relevant Change Records (CRs) on the Approve Change Records page.
Click the Filters to open the Filters panel. Specify the required filter criteria, including all mandatory fields, and click Search to apply the filters and display the matching CRs.
Figure: Filter
The following table describes the fields on the Filters page:
Field | Description |
|---|---|
Department | Select the required Department from the dropdown list. |
Approval Status | Select the approval status from the drop-down list. Available options are as follows:
|
Ticket Status | Select the status of the Change Record to display CRs that match the selected status. |
Change Type | Select the status of the Incident from the dropdown list. Available options are as follows:
|
Impact | Select the required Impact from the drop-down list. The available options are based on the configuration specified under Change > Configuration > Impact Configuration > Impact. |
Change Category | Click the field to view the hierarchy of the category. |
Requestor | Select the name of the requestor from the list. You can filter the list based on criteria such as Customer or Location. |
Logged Date | Select the From and To dates to specify the date range for the Change Records to be displayed. |
CR 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 field |
