The system can automatically require requests to be approved when an approval scheme is defined for a service under which the request is located. The solver/operator can also have the request approved with Edit – Have approved:

Following the selected approval scheme
By a specific person

Approvers use the Portal to approve/reject requests.

Recommended Methods To Approve Requests

We recommend linking approval schemes to services for initial approvals of requests, typically CHM and RF:

Modification request (CHM), e.g. request for modification to SAP.
An approval scheme is linked to the service, the first step in the workflow has the name Approval.
The approval is provided by a key user or head programmer.
Request fulfillment (RF), e.g. a request to purchase a mobile phone.
An approval scheme is linked to the service, the first step in the workflow has the name Approval.
The approval is provided by requester's manager.

If you use further approval or decision-making steps within the request life cycle, we recommend using the Have approved feature. We also recommend setting up an item with a suitable name for this step in the workflow, e.g. Analysis approval.

If the approver is a person who is not acting as a solver in SD or who shouldn't enter the process directly, we recommend sending a message (e-mail) to the approver and request the approval in the message body. The message body can be made ready for use as a template in the Knowledge Base. You should switch the request to the next status only after the approver has answered your message.

If the approver is a person who is supposed to enter the process directly, we recommend handing the request over to the solver and using a message to request approval or decision. The request will be then switched to the next status by the solver who has approved of the request.

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