Approve Change Requests

Elevate Change with Confidence and Authority!

A Change Advisory Board (CAB) member, designated as an Approver by the Administrator, possesses the authority to Approve, Reject, or Refer Back a Change Record (CR). By default, a CAB member without approval privileges can raise objections to a CR. If a user has delegated the approval role to you, you also have the ability to approve CRs for that user.

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

User Persona: Approver

Approve Change Request(s)

The approval of a Change Request (CR) is typically performed by designated Approvers, often members of the Change Advisory Board (CAB) or individuals with the appropriate authority and expertise. It ensure that proposed changes to the IT environment align with the organization's business objectives.

To approve a change request, perform the following steps:

1. Navigate to Change > Manage Change > Approver Change Requests.
   The Approver Change Request list of CRs awaiting your approval is displayed:
   Figure: Approver Change Request
2. Click CR ID hyperlink of the Change Record you want to approve or reject.
   The CR detailed page is displayed.
   
   
3.  Click Approve to approve the change request.
   The Workflow Approval screen is displayed.
   Figure: Workflow Approval
   
   
4. Select the status of the CR as Approve or Reject from the list and click Submit.
   A confirmation message is displayed that the CR is Approved or Rejected successfully.

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. 

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

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. 'You can only Authorize/Approve this CR. However, you need to be an Analyst to make this changes'.

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 TENANT 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. 

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.  The following flow diagram summarizes the above-mentioned process.