Example: Enabling Approval Delegation for custom Problem Management approvals

The following example shows how to delegate the custom Problem Management approvals you created in a previous example. At the end of this example, you will be able to:

• Delegate Problem Management approvals to another operator
• View Problem Management approvals in a delegate's approval queue

Task 1: Add a new approval delegation field to the database dictionary.

1. Log on to HPE Service Manager with a System Administrator account.
2. Click Tailoring > Database Dictionary.
3. Type rcenv in the File Name field, and then click Search.
4. Select the descriptor row in the Fields tab, and then click New Field/Key.

5. Type the following field attributes.

   Field attribute	Value
   Name	can.delegate
   Type	logical

6. Click Add Field.
7. Click OK to save the database dictionary.

Task 2: Edit the Problem Management Security Profile form.

1. Click Tailoring > Forms Designer.

2. Type rc.profile.g in the Form field, and then click Search.

   The Problem Management Security Profile form opens.

3. Click Design.

4. Select the assig.groups comfill, and change its property as follows.

   Property	Value
   Y	23

5. Select the Assignment Groups label, and change its property as follows.

   Property	Value
   Y	21

6. Click Checkbox.
7. Click on the empty space between the Assignment Groups label and the Skip Query Warning check box.

8. Edit the properties of the check box.

   Property	Value
   X	80
   Y	19
   Caption	Can Delegate?
   Input	can.delegate

9. Click OK to exit the design mode.
10. Click OK to save the form and return to the Forms Designer search screen.

Task 3: Edit the custom Problem Management Profile form.

1. Click System Administration > Ongoing Maintenance > Profiles > Problem Management Profiles.

   The Problem Management Security Profile form opens.

2. Type the name of a profile you want to grant approval delegation rights in the Profile Namefield. For example, SYSADMIN.

3. Click Search.

   Service Manager displays the current Problem Management Security Profile.

4. Click Can Delegate? to enable it.
5. Click Save.

Task 4: Edit the ApprovalCustomPlugin functions in the script library.

1. Click Tailoring > Script Library.
2. In the Name field, type ApprovalCustomPlugin, and then click Search.

3. Locate the checkProfileForModule(filename, operator) function, and then remove the /* and */comment lines at lines 6 and 17 to enable the function.

   This function makes problem records a valid choice in the approval type list of the Approval Delegation wizard.

4. Locate the getCustomApprovalGroups(module, operator) function, and then do the following:

   1. Delete the // comment characters at line 25 to activate the line.
   2. Remove the /* and */ comment lines at lines 27 and 40 to enable the function.

   This function returns all the approvals groups defined for the profile of the current application.

5. Locate the getAllCustomGroups(aDele) function, and then do the following:

   1. Verify that the line 100 lists profile_rootcause as the profile definition.

      To change the profile type, type a different profile definition.

   2. Verify that line 113 lists SCFile("rcenv") as the type.

      To use another application, type a different profile table name between the quotation marks.

   3. Verify that line 143 lists "Problem" as the module condition.

      To use another application, type a different approval module name.

   4. Verify that line 161 lists \"rootcause\" as the file name.

      To use another application, type a different file name.

6. Click Save.
7. Click Compile.
8. Click OK to return to the Script Library search screen.

Task 5: Edit the ApprovalDelegationGroups functions in the Script Library.

1. Click Tailoring > Script Library.
2. In the Name field, type ApprovalDelegationGroups, and then click Search.
3. Locate the getDelegationSql function.
4. Delete the // comment characters on line 29 to activate the line.
5. Delete the // comment characters on line 31 to activate the line.
6. Type the // comment characters at the beginning of line 32 to deactivate the line.
7. Click Save.
8. Click Compile.
9. Click OK to return to the Script Library search screen.

Task 6: Add a new approval delegation for the new Problem Management custom approvals.

1. Click Approval Delegation.

   The Approval Delegation wizard opens.

2. Add a new delegation with the following properties.

   Property	Value
   Delegated modules	Selected
   Modules delegated	Problem Management
   Assignment Groups and Operator delegated	HELPDESK, System.Admin
   Delegate	Problem.Manager
   Delegate from and to dates	From today to tomorrow

3. Log out the current operator and log on to Service Manager as the delegate. For example, Problem.Manager.

4. Click Approval Inbox.

   You should see the Problem approval you created previously. For example, PM0002.