CA Service Management

  • 1.  Can service request gets approved if requester is manager

    Posted Sep 16, 2017 10:11 AM

    Hi All,

     

    In service Catalog currently what happens is if the request is raised by manager for his employee, then the request goes to manager's manger which is ideally not correct, if the request is raised by manager it should be auto approved. Is there is any possibility to fix this



  • 2.  Re: Can service request gets approved if requester is manager

    Posted Sep 18, 2017 05:56 AM

    Hi,

    you can always write your own approval flow in PAM and have all your logic/exception process there.

    My 2 cents.

    \J



  • 3.  Re: Can service request gets approved if requester is manager

    Posted Sep 18, 2017 07:08 AM

    Hi Jerome,

     

    Thankyou for your reply,

     

    We are using approval policies and some of the policies created by us, which is OOTB feature.

     

    Can this be done on this?



  • 4.  Re: Can service request gets approved if requester is manager

    Posted Sep 18, 2017 07:15 AM

    Hi

    I don't think you can accomplish this with the OOTB policies.

    You will mostly need to bypass them and do in PAM.

    Except if others here may have another suggestion that I'm not aware of.

    Rgds,

    /J



  • 5.  Re: Can service request gets approved if requester is manager

    Posted Sep 19, 2017 10:26 AM

    Jerome is right, policies are just used to assign approval/fulfillment pending actions. You'll need to handle this proxy request approval process via PAM (i.e. call a method like getUser against the req_for user to compare the req_by user/manager and update the request status using a method like saveRequestItemStatus). See Administration > Tools > Links > Web Services API for documentation on the methods.