Define approval roles

User roles: Service Catalog Manager, System Administrator

Approval Roles are a way to identify which users have the capability to approve Service Catalog requests. You can view two OOB Service Catalog Approval Roles (Use Group and 1st Level Manager) in Service Manager.

In this example, the Service Catalog Manager adds a new Approval Role and the System Administrator assigns the new role to an operator.

  1. Log on to Service Manager as Service Catalog Manager.
  2. Click Administration > Approval Roles.
  3. Click Search. You can see two OOB roles as examples displayed in the list: 1st Level Manager and Use Group.
    Notes:
    • 1st Level Manager is the manager specified in the user’s contact record.
    • Use Group is a group comprising several operators; it is a sample role that shows how you can specify a group as an approver.
    • You can select 1st Level Manager and view the JavaScript that defines the approver dynamically based on the Contact Record of the requestor. Or select Use Group and view the Expression that defines the approval role Use Group as SYSTEMS ADMIN.

  4. Select User Group from the list.
  5. Change the Role Name to Technical IT Approver.
  6. Click the Expressions tab, and change the SYSTEMS ADMIN to SYSTEMS SUPPORT.
  7. Click Add. A message displays saying the svcApprovalRole record was added.
  8. Log out and log in as System Administrator.
  9. Click System Administration > Ongoing Maintenance > Operators.
  10. Search and select an operator to do the Technical IT approvals.
  11. On the Login Profiles tab, add SYSTEMS SUPPORT to the list of Assignment Groups.
  12. Click Save.