To whom service request approvals are sent and how does it works.
There is a settings in Admin-Self Service Portal Settings to choose restriction type while sending request approval emails.
SSP configuration "Choose restriction type to be made while sending Request approval mails" has the below options.
In our current behavior, there are four ways to add an approver for a service request.
1) Using submit for approval.
2) Using template workflow.
3) Using the "Select Approvers" field.
4) Using custom triggers.
Using submit for approval:
Here we list the user list based on the SSP configuration.
If anyone can approve is configured, we can send mail to the user who doesn't even in the application.
If the system users only configured, then list all the users available in the system irrespective of the service approver role.
If Service approver only is configured, then lists the user who has the service approver role.
Using template workflow:
Using workflow you can set predefined approver for stage 1 to 5. Here we can configure the approver as an organization role or a user with "Service Approver role".
Using the "Select Approvers" field.
This one is also the same as above. We only allow organization role and user with "Service Approver role".
Using Custom trigger:
In the custom trigger, we can configure either user(Email-id) or organization role to be added as an approver. But the approval addition is based on the SSP configuration. Say for example if "Service approver only" is configured and adding approver who doesn't have the approver role, then it will skip in the approval additional and the same will be captured in the history.
Note: The SSP option will be applied for the organization role also. We are using the organization role in Workflow, Select Approver field, and Custom trigger. Adding approver with organization role, after resolving the organization role into the exact user we apply the SSP configuration on the user if it failed then we skip the approver addition and capture the same in the history.
So the service approver role is skipped when the SSP configuration is set as "Anyone can approve" or "System users only can approve".
If "Service Request approvers only can approve" is configured then it will allow the user as an approver only when the user has the service approver role.
Lets see in detail how it works:
- Anyone can approve. (To send approval even though the user does not exist in application)
- System users only can approve. (To send approval even though the user doesn't have the service approver role)
- Service Request approvers only can approve. (Only send when the user has the service approver role)
In our current behavior, there are four ways to add an approver for a service request.
1) Using submit for approval.
2) Using template workflow.
3) Using the "Select Approvers" field.
4) Using custom triggers.
Using submit for approval:
Here we list the user list based on the SSP configuration.
If anyone can approve is configured, we can send mail to the user who doesn't even in the application.
If the system users only configured, then list all the users available in the system irrespective of the service approver role.
If Service approver only is configured, then lists the user who has the service approver role.
Using template workflow:
Using workflow you can set predefined approver for stage 1 to 5. Here we can configure the approver as an organization role or a user with "Service Approver role".
Using the "Select Approvers" field.
This one is also the same as above. We only allow organization role and user with "Service Approver role".
Using Custom trigger:
In the custom trigger, we can configure either user(Email-id) or organization role to be added as an approver. But the approval addition is based on the SSP configuration. Say for example if "Service approver only" is configured and adding approver who doesn't have the approver role, then it will skip in the approval additional and the same will be captured in the history.
Note: The SSP option will be applied for the organization role also. We are using the organization role in Workflow, Select Approver field, and Custom trigger. Adding approver with organization role, after resolving the organization role into the exact user we apply the SSP configuration on the user if it failed then we skip the approver addition and capture the same in the history.
So the service approver role is skipped when the SSP configuration is set as "Anyone can approve" or "System users only can approve".
If "Service Request approvers only can approve" is configured then it will allow the user as an approver only when the user has the service approver role.
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