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    Approve Change Records
    • 17 Jul 2025
    • 7 Minutes to read
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    Approve Change Records

    • Updated on 17 Jul 2025
    • 7 Minutes to read
    • Print
    • PDF
    Article summary

    A CAB member who is configured as an Approver by the Administrator has the privilege to Approve, Reject or Refer Back a Change Record (CR). By default, a CAB member who is not having approval privilege can object to a CR. If any user has delegated the approval role to you, you can also approve that user's CRs (see: Delegating Role in Platform Module).

    The configured CAB member has the provision to approve or reject the CR proposed for Standard Change directly via e-mail notification.

    To Approve or Reject Change Records, perform the following steps:

    1. Navigate to Change > User > Approve Change Records.

    2. On the Approve Change Records page, a list of CRs awaiting your approval is displayed under List table.

      Figure: Approve Change Records page (Tile view)

      Figure: Approve Change Records page (Tabular view)

      The fields on the Approve Change Records list are displayed based on the fields selected in Selected Columns of Configure Columns pop-up page.

    3. Click CR NO of the Change Record you want to approve or reject. On the Change Record ID page, click Approval icon on the ACTIONS panel.

      Change Record ID page

    4. On the Approval pop-up page, select the approval status from the list as Yes, No or On-Hold. Specify your remarks and click Submit. The fields on this page are read only, if you are not the CAB member for the selected CR.

      Figure: Approval pop-up page: Approve CR: CAB Approval

    Display of messages based on User Personas and Privileges

    If a logged in user is an Authorizer but does not have analyst license and when Authorizer tries to approve/Authorize the CR, the    following message was displayed.

    “You do not have workgroup access and cannot make any changes to this Change Record”

    But was still able to Authorize the CR. This message is changed to

    “You can only Authorize/Approve this CR, however you need to be an Analyst to make any changes”

    This Scenario based message display is introduced to showcase relevant messages to user personas. When different user  personas  with different privileges login and try to approve or authorize a Change Record, different messages are showcased as below.

    Scenario

    Persona

    Error Message Displayed

    Access of Workgroup

    1

    Any other Analyst with no access to workgroup.

    You do not have workgroup access and cannot make any changes to this Change Record

    No

    2

    Approver/Authorizer.

    You can only Authorize/Approve this CR, however you need to be an Analyst to make any changes

    NA

    3

    Analyst (who is also an approver in any of the levels).

    No Message to be displayed (As he can approve also and update also)

    Yes

    The following scenarios are explained based on the logged in user persona and message that is displayed.  

    Example: Consider a Change Record with ID - 774

    Scenario 1: Manish, an Analyst with no access to Workgroup logs in. The message -You do not have workgroup access and cannot make any changes to this Change Record is displayed. The logged in user (Analyst with no access to Workgroup) and the message that is displayed.

    Scenario 2: Sahana Ranganatha, an Approver/Authorizer logs in and tries to approve or authorize the Change Record, then the message - You can only Authorize/Approve this CR, however you need to be an Analyst to make any changes. The logged in user (Approver/Authorizer) and the message that is displayed.

    Scenario 3: Yakshith, an Approver at any level and has access to Workgroup logs in and tries to approve or authorize the Change Record, then No message is displayed.

    To Approve or Reject Change Records proposed for a Standard Change:

    The CAB members are notified that the CR is proposed for Standard change and can directly approve or reject the CRs proposed for Standard Change along with the CR itself via email notification based on the Department level configuration.

    If Admin select Approve Proposed Standard Change via Email as Enable, then the Approver gets the email notification to either approve or reject the CR proposed for the standard change along with the CR itself. A sample screenshot is shown below:

    Figure: Email notification - Approve Proposed Standard Change via Email - Enable

    Perform the following steps to approve or reject the CR (proposed for Standard Change):

    1. In the received email notification, click on the Change Record ID hyperlink to view the details of the CR.

    2. Click Approve or Reject.

    3. An email based on the action taken as Approve or Reject is displayed.

    If you want to approve or reject the CRs and Standard Template separately then login to the Web app using the login hyperlink in email notification.

    If Approve Proposed Standard Change via Email is selected as Disabled then the Approver gets only the email notification without any Approve or Reject buttons. Hence, prompting the Approver to login via Web to approve the CR. A sample screenshot is shown below:


    Figure: Email notification - Approve Proposed Standard Change via Email - Disable

    The following flow diagram summarizes the above-mentioned process.

    Note

    • Delegated approvers can also reject or approve the requests via email.

    • The notification email sent to the CAB Approvers will be captured in the Change History (Actions Panel) of the CR.

    • The notification email sent to the CAB Approvers will be received by the Analysts also who are delegated by the CAB Approvers.

    Configure Columns, perform the following steps:

    Click CONFIGURE COLUMNS to customize the columns on the page.

    To personalize columns:

    1. Click the Configure Columns icon ().

      Figure: Configure Columns

    2. Select Display Type (Tile View or Tabular View).

    3. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns.

    4. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

    5. Click Submit. The list reloads to show the changes.

    Note

    The following new columns are available in the Available Columns of CONFIGURE COLUMNS pop-up page.

    Page Name

    Columns

    Approve Change Records List page

    • Department

    Note

    The Department field will be available in the Available Column list only if the Analyst has access to more than one Department.

    Screenshot 1

    In the following sample screenshot, the Department field is not visible under Available Columns list, as the Analyst has access to only one Department.

    Screenshot 2

    In the following sample screenshot, the Department field is visible under Available Columns list, as the Analyst has access to more than one Department.

    • Planned End Date

    • Analyst

    Filters

    This section explains Filters panel of the Approve Change Records page.

    Click Filters icon to specify a particular filter criterion to display the CRs. The Filters pop-up page is displayed. Specify the required and mandatory fields and click Submit.

    Figure: Filters pop-up page

    The following table describes the fields on the Filters page:

    Field

    Description

    Department

    Select the required Department from the dropdown list.

    • If the Analyst has access to only one Department, then only that Tenant is displayed in the dropdown.

    Screenshot 1

    In the following sample screenshot, the Tenant field displays only Information Technology in the list, as the Analyst has access to only one Department (Information Technology).
    Figure: Filters

    • If the Analyst has access to more than one Tenant, then the Tenant drop - down list displays all those Department.

    Screenshot 2

    In the following sample screenshot, the Department field displays All, HR and Information Technology in the list, as the Analyst has access to more than one Department (Information Technology, HR).
    Figure: Filters

    Change Type

    Select the status of the Incident from the dropdown list. Available options are as follows:

    • ALL

    • Normal

    • Standard

    • Emergency

    • Expedited

    Owner Workgroup

    Select the owner Workgroup from the dropdown list.

    Status

    Select the status from the drop-down list from the available options.

    Assigned Workgroup

    Select the Workgroup to which the CR belongs to.

    Initiator

    Specify the initiator.

    Change Record 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 fields.

    Registration from Date

    Select the registration start date from icon.

    Registration To Date

    Select the registration end date from icon.

    Planned Start Date

    Select the planned start date from icon.

    Planned End Date

    Select the planned end date from icon.

    Analyst

    Select the name of the approver

    Priority

    Select the priority from the drop-down list.

    Approval Status

    Select the approval status from the drop-down list. Available options are as follows:

    • Pending For Action

    • Approved

    • Rejected

    • Referred Back

    Classification

    Click icon to provide value and search for the Classification. The Classification pop-up page is displayed. Select the classification from the displayed hierarchy. A sample screenshot is shown below:

    Category

    Click icon. The Category pop-up page is displayed. Select the Category from the displayed hierarchy. A sample screenshot is shown below:

    Screenshot

    You can type in the first two characters of the required category in the Search text box. The Category pop-up page is displayed with the required Category.

    Example

    Impact

    Select the impact from the drop-down list. The list displays the options based on the configuration done at Change Select the impact from the drop-down list. The list displays the options based on the configuration done at Change > Configuration > Impact Configuration > Impact.

    ACTIONS

    This section explains all the icons displayed on the ACTIONS panel of the Change Record ID page. For information, see ACTIONS on the Viewing List of Change Records.

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