Approving or Rejecting Service Requests

If an approval workflow isn't configured, all service requests are automatically approved. When an approval workflows is configured, a request for a new service can be accepted or rejected by:

  • anyone who receives an approval email
  • administrators or operators, with the exception of operators without deploy/clone privileges
  • by end users whose email address matches the email address in the approval workflow, and who have access rights on the relevant cloud account

The following workflow diagram shows two paths a new service request can take from the initial request to completion, in which case it's available for the Service Portal user, or to its rejection.

State Flowchart New Request

In this topic:

Viewing service requests awaiting your approval

If you have Administrator access rights on the relevant cloud account and your email address matches the email address in the approval workflow, you can view a list of service requests awaiting your approval.

A checkmark is displayed in the Approvers column for all requests awaiting your approval.

Access through:

Views  > Service Requests

Available to:

Any Commander Role; requires Administrator Access Rights

Approving or rejecting service requests

When approval workflows are set up, if a user makes a service request and receive an approval email, you can click the link in the email to go to the Service Request Approval page, where you can approve or reject the request.

If a user has requested changes from the default settings configured in the service catalog, these changes are displayed in approval emails, in the Request Details dialog, and on the Service Request Approval page.

Notes:  

  • If quota is configured, the quota information included in the approval email may differ from the quota information on the approval form. The information on the approval form is always up to date.
  • When you add a Send Approval Email step to a command workflow, request comments may not appear on the Service Request Approval page.

To approve or reject service requests:

  1. In the Service Request Approval page, select a request with a in the Approvers column and click Request Details to view more information.
  2. Do one of the following:
    • Approve the request and optionally add a comment.

      If applicable, Commander may then send an email to the next approver. When final approval is given, the request can proceed.

      Tip: You can specify deployment parameters in the comments.

    • Reject the request and add a comment, so that no other approval emails are sent, and the request process ends.

      The request can be rejected in this way as long as the service request is in the "Pending Approval" state.

Rejecting service requests outside approval workflows

An administrator or an operator with the appropriate privileges can reject service requests outside the approval workflow.

Caution: Rejecting a service request outside the approval workflow immediately stops the approval process. The service request is marked "rejected", and the user who requested the service is automatically notified of the rejection. A record of the rejection can be viewed in the service request comment log.

Access through:

Views > Service Requests

Available to:

Any Person Set up in the Approval Workflow, Administrator, Operator with Approval, Operator Access Rights

To reject service requests outside approval workflows:

  1. On the Service Requests page, select a listed request, and click Request Details.
  2. In the Request Details dialog, click Reject Service Request.
  3. In the Reject Service Request dialog, optionally add a reason for rejection, and click OK.

Running command workflows when rejecting requests

If you reject a new service request that's already been approved (that is, it's in the state In Progress, Pending Completion, or Failed), and you have Administrator access rights on the deployed service, you may select a command workflow to run on all of the deployed components in the request after the request is rejected.

Running a command workflow on deployed components is useful if a completion workflow step has failed due to misconfiguration, and the service request is stalled. For example, if you deployed a Chef service and the Chef client can't run on the deployed component because of defects in the Chef recipe, you can configure a decommissioning workflow and run it when you reject the failed service request.

Tips:  

  • Make sure that the command workflow is configured to act on the proper target type. For example, if you select a command workflow that's configured to act only on VMs, it won't act on virtual services.
  • You can multi-select requests to reject more than one request at a time.

Access through:

Views > Service Requests

Available to:

Any Commander role with Administrator Access Rights; or Superuser role

To run command workflows when rejecting requests:

  1. On the Service Requests page, select a request with a status of In Progress, Pending Completion, or Failed, and click Reject Request.
  2. In the Reject Service Request dialog , enter a reason for rejection, then from the drop-down list select a command workflow to run on all of the deployed components in the request.
  3. Click OK.