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Approving Request for Change Records

Setting the project status to For Approval triggers the creation of an Approval Inbox item. When you first get a change record for approval it appears in your inbox marked Received. If you click on the Name field you can drill down to the approver of the change record. Drilling down on the Name field in the Inbox takes the approver to the detailed project screen, which is the access list naming all the people associated with the project and whether their approval is necessary. The approver can then approve or reject the project from the Inbox or add comments, if necessary. After all approvers are received, the Status field changes to Active. The approval decision from each of the approvers is printed in the Approval Status field. You can view this field for a quick review of all the approvers, without having to search the Approvers inbox.

NOTE:  You can view all request for change (RFC) records from the Service Requests - HelpDesk view by selecting All RFCs from the Queries drop-down list.

HelpDesk agents can view System Status from the Siebel application home page.

HelpDesk agents can approve an active request for change in the following ways:

1. Emergency Change Advisory Board (ECAB). The ECAB is a subset of the CAB that is responsible for assessing and approving changes classified as Emergency.
2. Change Advisory Board (CAB). The CAB is made up of the key infrastructure groups and service managers who may be impacted by the request for change.
3. Direct Reporting (DRM) or Delegated Approver. Approvers are automatically sent to the Change Initiators manager or, if the manager is unable to approve, to the delegated approver for that manager.
4. Auto-Approved Process (Auto). Approvals are automatically given without user intervention, which is usually the case for low impact and low urgency changes.

Based on the Category, Urgency, and Severity fields set in the Request for Change form, the necessary approvers can be set. It is recommended that a list of users be set for the CAB and ECAB. The Auto approvers do not need to have any approvers set. You should also agree on whether the approvers require sequential or parallel approvers.