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Service Desk 4.5 SP19 : Approval through Work Orders

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Kashif Masood_1
Respected Contributor.

Service Desk 4.5 SP19 : Approval through Work Orders

Hello,

I will appreciate if someone can help me in setting up the sequential approval strategy for a change using work orders. I found a couple of suggestions in the forum, however, as I am new to service desk a step wise procedure will enable me to implement the required.
3 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Service Desk 4.5 SP19 : Approval through Work Orders

Hello Kashif,

What do you mean by "sequential approval strategy" ?
menes fhtagn
Kashif Masood_1
Respected Contributor.

Re: Service Desk 4.5 SP19 : Approval through Work Orders

Hello,

Thanks for the reply.

Details :
The current implementation of service desk around the change approval works in a CAB/parallel manner where the no of approvers and the approval list is entered and an email message is sent to all of the approvers in parallel, hence, once the change approved the process moves on. Now we have a business requirement to approve the change in sequential manner such as the change should be directed to a "supervisor" first and once he approved automatically the change should be routed to the "head of section" and once he/she approves the change should be routed to "head of department" so as to maintain the functional hierarchy. By default all of the three receive the approval request. So I though that we can achieve the same by implementing 3 "work orders" and defining the predecessor using templates. This solution is in my mind though i am unable to implement it technically there would require some help in the setup. ( templates etc. ).
Ivan Sakharov
Honored Contributor.

Re: Service Desk 4.5 SP19 : Approval through Work Orders

Hi
Making the batch of workorders related to one Change is easy. Go to Data--Templates--Change--New template find field Workorders and add the number of workorders with different approval. At this point make different templates of workorders for each kind of approval.
The problem is in automatic launching of one approval workorder after succesfully approval of previous.

As semi-automatic solution I can suggest following method: after one of workorders is successfully approved the email is launched to operator or specialist. He opens this change find next not-approved workorder and make its approval status to active. I think that the following thread would be useful to you in creating email notification after successful (or not successful) approval:
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1027146

Automatic solution can be done by SD_event. At the beginning of approval process one workorder related to the Change is created. After one of workorders is successfully approved the next workorder by means of SD_event on the base of pre-defined template is created and the process of approval is continued.