CA Service Management

Morning

On our Service Catalog (V14.1.02), we assign the approval of a request to a person.  Once this person opens the request, they are able to approve / reject each item in the request on a per item basis.

However, once the approver selects "Perform Action, on the top left hand corner of the screen that they work on, there is an option to "Select and: Approve / Reject".  Irrespective of how we activate this option, we are always met with a return message that says we must "Please select a service to approve/reject".  You will also notice that the selection of the item has also been removed by the system.  Screen shots attached.

Are we using this functionality incorrectly or not understanding what it is meant for?

Any pointers / advice / assistance would be much appreciated.

Chris Saunders

Hi Chris.

As far as I can see(and tested locally) this situation happens when the approver is the same user as the 'requested for/requested by' user in the request.

The 'checkbox' to actually 'select' an option or the options, does not appear then.

When you login as e.g. 'catuser1' who's manager is 'spadmin' and open a new request with multiple options.

This request will show in the 'pending' list for spadmin.

And when 'spadmin' hits the 'approve/reject' button, the checkboxes for the options show up and can be selected(checked) as such.

Then the 'select and' function for either approve or reject will work properly.

Thanks and kind regards, Louis van Amelsfort.

Hi Chris.

An update on this is the following.

The functionality as you described gets 'active' as such when you open requests from the 'pending' list.

Kind regards, Louis van Amelsfort.