RFC Approval Process

As part of the Change Management approval process, Users that have a Manager Role and are assigned to a Change Management Team can approve or reject Change Requests. To allow a Manager to approve an RFC they must be assigned to the Change Workflow Approval State. (See: Change Teams.) Then, when an RFC is moved into an Approval state, the Manager is assigned the RFC allowing them to view and reject or accept the RFC.

The security of the approval process can be enhanced by forcing the assigned Manager to re-enter their User Name and Password when processing a request. This is achieved by enabling the Strong Authentication option for the Team. (See: Change Teams.)
 

The system allows Managers to approve an RFC via the application's interface and email.

Accept or Reject an RFC via the application

1. Select the Change tab

2. Select the filter option Pending Approvals
   From the list provided select a Request ID hyperlink.

3. Click Edit
   The Accept and Reject will be available to process the RFC.
   
   
   

4. Select the Next Action option
   Click Accept () or Reject () button to move the Change Request into the relevant pre-defined state and re-assign the RFC to a Technician allocated to the Status.

5. Enter Authentication details, if prompted
   When the Strong Authentication option is enabled for the Change Team associated with the request, an Approve Change Request window is displayed prompting the User to enter their Password details. Enter your Password and select the Authenticate button and click  to close the pop-up window.
    

6. Enter additional details in the Notes Tab, if relevant
   A Notes window is displayed to allow the Manager to add detailed information regarding the approval option selected.
   
   

7. Click Add Note.
   Note that the Manager User will no longer be able to edit the RFC after the selection is made, and the RFC will continue through the RFC Workflow lifecycle.
    

• If the Approval State is configured to be an Item Details Editable State, the Manager can amend the Item details when the RFC is in this State.

Accept or Reject an RFC via email

To use the Manager RFC approval process via email, the following configuration must be in place:

The Administrator must configure the system Setup>Email screens to include:

• Email Polling functionality

• Create Incidents via Email option

• Customise the ApproveChange email content, as required.

The Supervisor must also include an incoming email address for the Change Team.

When an RFC is escalated to a Change Approval state, an email is sent to the assigned Manager User informing them that an RFC is pending approval. The Manager can approve or reject the Change Request by simply replying to the escalation email using the words Accept /Yes or Reject/No.

When the system polls for incoming email, the Manager's response is automatically applied to the relevant RFC and based on the Manager's response, the RFC is routed to a Technician allocated to the next Workflow state. The Manager is also sent a confirmation email informing them that their selected action has been applied to the RFC.

Example of email sent to Manager: