CA Service Management

Hi All,

I would like to configure 2 Level Approval that Level 1 is User Manager Approve and Level 2 is IT Manager Approve. In addition, I customized Request Status List in requestshared.xml which I add for the following below:

<request_header> section:

<!-- 500 to 599 can be used for custom pending approval status --> 

<st_501>Pending Manager Approval</st_501>
<st_502>Pending IT Manager Approval</st_502>

<!-- 700 to 799 can be used for custom rejected status -->
<st_701>Manager Rejected</st_701>
<st_702>IT Manager Rejected</st_702>

<!-- 900 to 990 can be used for custom approved status -->
<st_901>Manager Approved</st_901>
<st_902>IT Manager Approved</st_902>

-------------------------------------------------------------------------------------------------------------------------------------------

<request_item> section:

<!-- 500 to 599 can be used for custom pending approval status -->
<st_501>Pending Manager Approval</st_501>
<st_502>Pending IT Manager Approval</st_502>

<!-- 700 to 799 can be used for custom rejected status -->
<st_701>Manager Rejected</st_701>
<st_702>IT Manager Rejected</st_702>

<!-- 900 to 990 can be used for custom approved status -->
<st_901>Manager Approved</st_901>
<st_902>IT Manager Approved</st_902>

-----------------------------------------------------------------------------------------------------------------------------------------

<request_item_approval_action> section:

<custom_menu current_status_value="501"> <!-- Porfolio Manager Approval -->
<st_501 statval="501"/>
<st_901 statval="901"/>
<st_701 statval="701"/>
</custom_menu>

<custom_menu current_status_value="502"> <!-- Porfolio Manager Approval -->
<st_502 statval="502"/>
<st_902 statval="902"/>
<st_702 statval="702"/>
</custom_menu>

----------------------------------------------------------------------------------------------------------------------------------------

I need to configure Approval Policy that when User submitted Request that show status 'Pending Manager Approved' and after Manager approved that show 'Manager Approved', next send to IT Manager, in same time Request Status show 'Pending IT Manager Approved' and after IT Manager approved that show Approval Done, and go on next state 'Pending Fulfillment'. 

Please guide me how to create Policy and create 'Event-Rule-Action'.

Thanks and Regards,

KS

A combination of both series AND parallel approval would be difficult within Policy-based approval; would it work to just do each level after another?

Otherwise, you could look at a PAM process.

How to possible to user Policy-Based Approval? I attached process that I would like to configure. I think that I must create Policy and Event-Rule-Action, that's right?

The simplest would be to do all that with a single policy. You can click the + button to add a second level of approval for the IT Manager; I see now that there isn't an additional parallel level, thanks.