Approval process automation

This module provides the capability to handle a two levels approval process for a user request, with several approvers in parallel on each level.

• Automated, rule based, approval mechanism.
• Supports passive or active approval and configurable timeout delay.
• Two levels of approbation with several approvers in parallel at each level.
• Approvers can approve or reject a request in one click from an email (no need to have an iTop account) or multiple requests pending for their approval either on the console.
• Graphical view of the approval status on each ticket.
• Configurable approval email message, with multi-language capabilities.

Requires iTop 2.2.0.

For iTop 2.4.0 and higher, you should use a more recent version of this extension. If you still want this one, apply the Standard installation process.

The following settings are available to configure the module:

The following standard settings might be of interest when setting up the approval feature:

• email_asynchronous
• email_transport

New in version 1.3.2: Email notification is based on Trigger/Action.

A default trigger is created at installation as well as 3 default actions with body in English, French and German.

You can of course edit this message to make it yours, here is the english default version for example of possible placeholders:

You must create the linkage between trigger and action of the language you want to use.

When a User Request is entering the state new, the approval engine verifies if there is an approval rule defined for the corresponding service subcategory. If yes, then the state of the user request is set to wait for approval and a notification is sent to the approvers defined in the approval rule. Only the approvers corresponding to the first level are notified. Once the request is approved, and if a second level has been defined, then the second level approvers are notified. Should the approval be rejected (by an approver, or on timeout), then the process finishes in any case.

The email contains a web link to display the web page to approve or reject the request.

The approvers will have a delay defined in the approval rule to give their answers. This delay takes into account the coverage window defined in the approval rule.

Once the approval delay has expired, the approval process terminates. The result (approved or rejected) is then taken in the property Automatically approved if no answer at Level 1/2 of the approval rule.

The User Request will then continue its way through its lifecycle, depending on the approval status: rejected or approved.

From the Service Management menu, click on Approval rules:

The pages show a list of already defined approval rules. Click on the button “new” to create a new one:

An approval rule is identifier by it name. The coverage window is used to compute the approval delay.

The fields Approval level 1 and 2 define, via an OQL query, the list of approvers for each approval level. These queries must return elements having an email attribute (e.g. Person or Team). It is possible to use the place holders :this->attribute that make reference to the attributes of the user request.

For instance :this->caller_id for the caller, :this->service_id for the service … All attributes defined in the data model for a service request can be used.

The field Automatically approved if no answer determines if the request will be approved or rejected if there is no answer after the defined delay.

The field approval delay (hours) defines the delay in hours for each level of approval, only hours within the coverage windows are counted..

The field approval ending is useful with multiple approvers to determine, how to behave with multiple actions:

1. ends on first approve : All must reject for Request to be rejected.
   • Multiple rejected then one approved ⇒ ends and approved
   • multiple rejects but not all then delay expired ⇒ ends and “reject or approved” depends on field Automatically approved if no answer
2. ends on first reject previous default behavior: all must approved.
   • Multiple approval then one reject ⇒ ends and reject
   • multiple approvals but not all then delay expired ⇒ ends and “reject or approved” depends on field Automatically approved if no answer
3. ends on first reply = first to act is the decision maker.

Once the approval rule has been defined, you can assign it to a service subcategory, either from the approval rule itself (tab Service subcategory) or from the service subcategory:

Approver with an iTop login can connect anytime and check if they have Requests pending their approval. From the Helpdesk menu, click on Ongoing approvals:

The page shows a list of the User Requests having an approval process running, and for which your approval is being requested:

Approver without iTop login, can still approve or reject Request, but they must have received the notification for this. The email provided link allows him to approve or reject without iTop login.

If the approver has an iTop login then the email provided link points him to iTop (Console or Portal depending on his access). In that case, the link provided in the email can only be used with the approver iTop login ==== Approve or reject ==== From the user request, open the Other actions menu and select Approve or Reject: The approval form is displayed: After the reply has been given, you are redirected to the user request and a banner reminds you the outcome of your reply. ==== Bypass the approval process ==== If you are an administrator, and if the setup allows it, then you have a menu to bypass the process: The approval form is then a little different than the standard reply form: it reminds you that bypassing the process is a little different. <note>If you are both an approver and allowed to bypass the process, then both menus are allowed. Using one or the other will just change the way the approval process result gets recorded and further displayed in the status tab.</note> ==== Status ==== As soon as a user request has been through an approval process, the tab Approval status shows detailed information about the ongoing or terminated approval. In the above example, the deadline is displayed in bold: 21st of january at 12:47. Click on the button “send a reminder” to send a new message to the approver (confirmation required). This feature can be disabled by setting the parameter enable_reminder to false. After the reply has been given, the status appears in clear: Move your mouse over the image next to the approver's name, and you will get the date of the answer and her comment if any has been given: <note>The status will be entirely reset anytime the user request enters the state “waiting for approval”.</note>