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The Contextual approvers and reviewers are the contacts who become a part of the change approval process. The process is based on the context of the ticket. For example, a change request to change particular software does not impact any other user. The request requires only the approval from the immediate manager of the requester. The name of the manager depends on the name of the requester. In such cases, you can select Manager of Requester as the contextual approver and the actual approver is selected based on the requester. The contextual approvers and reviewers are:
- Manager of Requestor
- Manager of Requested For
- Manager of Assigned Individual
- Group Lead of Assigned Group
- Assigned Individual
- Assigned Group
- Requestor
- Requested For
- Approver of Affected Service
- Approver of Related Service CI
- Approver of Related Non-Service CI
Note: Proper configuration of support groups, contacts, and configuration items class categorization is required to exploit the contextual approver feature. For example, you can assign Group Lead of Assigned Group as the contextual approver only if you have defined a group lead for the selected support group.
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- Create Approval Groups: Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Approval Groups, and click Create New.
- Fill in the details and click Apply Changes.
You can select multiple groups as Approver/Reviewer for an Approval Group. Agents can view, add, or remove approvers from the approver list when the ticket is submitted for approval. Select Yes in the Allow Agents to Modify List option. The analysts can submit the ticket for approval and a notification is sent to the identified recipients. - Create Matching Condition: The application selects the approval group that is based on the matching condition on the change ticket. Construct the matching condition by providing values in the fields. For example, you can create an approval group for high priority and high urgency tickets for a particular organization. To do this condition, select the Organization, Priority, and Urgency values and click Apply Changes.
You can add approvers or reviewers before you configure the matching conditions. The Approvers and Reviewers tabs are enabled when you save the approval group. - Add Approvers: To select the named and the contextual approvers for the approval group, use the Approvers tab.
- Add Reviewers: To select the named and the contextual reviewers for the approval group, use the Reviewers tab.
- Click Apply Changes.
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