You can apply approval policies to different IT Shop structures and service items. If you have multiple approval policies within your IT Shop, which policy is to be used is based on which rules are specified.
Effective approval policies are defined by the following steps: If no approval policy is found in a step, the next one is checked. The following objects are checked in the following sequence:
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The requested service item
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The service category to which this service item is assigned
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Parent service category
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The shelf used for requesting the service item
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The shop where the shelf is located
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The shopping center where the shop is located
Multiple approval policies can also be identified in this way.
An approval policy found by one of these methods is applied under the following conditions:
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The approval policy is not assigned a role type.
- OR -
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The assigned role type corresponds to the shelf role type.
If more than one effective approval policies are identified by the rules, the effective approval policy is determined by the following criteria (in the given order).
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The approval policy has the highest priority (alphanumeric sequence).
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The approval policy has the lowest number of approval steps.
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The first approval policy found is taken.
Furthermore:
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If no approval policy can be found for a product, a request cannot be started.
The same applies for renewals and unsubscriptions.
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If no approver can be determined for one level of an approval policy, the request can be neither approved nor denied.
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Pending requests are rejected and closed.
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Unsubscriptions cannot be approved. Therefore, unsubscribed products remain assigned.
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Renewals cannot be approved. Therefore, products for renewal remain assigned until the valid until date is reached.
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NOTE: If an approval workflow for pending requests changes, you must decide how to proceed with these requests. Configuration parameters are used to define the desired procedure.
For more information, see Changing approval workflows of pending requests.