Approving or Rejecting Service Requests

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
  • within Commander, by users whose email address matches the email address in the approval workflow, and who have access rights on the relevant managed system

If an approval workflow is not configured, all service requests are automatically approved.

The following workflow diagram shows two paths a service request can take from the initial request to:

  • completion, in which case it's available for the Service Portal user
  • OR

  • rejection

State Flowchart New Request

This page covers the following topics and tasks:

Viewing service requests awaiting your approval

Access through:

Views Menu  > Service Requests

Available to:

Any Commander Role; requires Administrator Access Rights

If you have Administrator access rights on the relevant managed system 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.

Approving or rejecting service requests

If you're viewing a list of service requests, select a request with a in the Approvers column and click Request Details to view more information.

If you received an approval email, click the link in the email to go to the Service Request Approval page.

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.

Limitations:

  • 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 approval landing page.

You can:

  • Approve the request and optionally add a comment. As a result, Commander may then send an email to the next approver, if applicable. When final approval is given, the request can proceed.
  • You can specify deployment parameters in the comments.

    OR

  • 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

Access through:

Views Menu > Service Requests

Available to:

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

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 that the request was rejected. A record of the rejection is available for viewing in the service request comment log.

  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

Access through:

Views Menu > Service Requests

Available to:

Any Commander role with Administrator Access Rights; or Superuser role

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, the Reject Service Request dialog allows you to select a command workflow to run on all of the deployed components in the request after the request is rejected.

As shown in the example below, 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 with defects in the Chef recipe so that the Chef client can't run on the deployed component, you can configure a decommissioning workflow and run it when you reject the failed service request.

Make sure that the command workflow is configured to act on the proper target type. For example, if you select a command workflow that is 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.

Reject Service Request Dialog