Configure Customer Approvals
Users and customers can be configured to carry out approvals.
Prerequisites
-
Important: Only customers who are upgrading to CSM v10.2.0 need to follow these steps. Those who install v10.2.0 as new CSM customers already have these changes in the supplied demo content.
- Remove any existing validation of Approval.Approver Name field against the User Info table.
- Remove any existing autopopulation of RecID for the Approval.Approver ID field when there is a change in the Approval table.
- Remove any existing validation of the Approval.TeamName field against Other validation types for all user teams.
- Create an approval block that triggers when a field is updated on
the Incident Business Object. See
Create/Edit an Approval Block.
Make the approval button visible on the approval tab of the Incident form arrangement. See Configure Customers Approvals for the CSM Portal.
Add an Attribute to Capture Email Address for Block-Created Approvals
This step can be skipped if manual customer approvals are being configured, but it does ensure that the Email Address field is populated for block-created user and customer approvals.
As customers are supported when creating approvals from the Approval Block, as part of the mechanism that generates the Approval records, it retrieves the Email Address of the User/Customer and populates the Email Address field in the Approval record. In order for this to work, we need to add a new General Attribute of ApprovalApproverEmail to the field as follows:- In CSM Administrator, select Create a New Blueprint.
- Select the Approval Business Object.
- Select Edit Business Object.
- Select the Approver Email field.
- Right-click and select Edit Approver Email field.
- Select Advanced.
- Select the drop-down arrow to expand the General Attributes section.
- Select an empty row and enter the attribute name of ApprovalApproverEmail.
- Select OK.
Add Field to Hold Approval Type Name
An approver type name field needs to be added so that the system can distinguish between user and customer approvals.
Add Radio Buttons to Approval Form
New radio buttons are needed on the approval form so that user or customer can be selected. They are each configured to store a value for ApproverTypeName (see above).
- In CSM Administrator, select Create a New Blueprint.
- Select the Approval Business Object.
- Select Edit form.
- Double-click to open the existing Approval form.
- Create enough space for the two new radio buttons, then drag them onto the form and rename them to User and Customer using the Label text box in the toolbar.
- Right-click on each radio button and select Control properties.
- Select ApproverTypeName from the Associated Field drop-down list and then set the value to User or Customer respectively.
- Select Save.
Configure Approver Type ID Field
Configure Validation on Approval Name
Use Validate From User/Customer on the Approver Name field.
- Open CSM Administrator and open an existing Blueprint.
- Select the Approval Business Object.
- Select Edit Business Object.
- Select the ApproverName field and then right-click to select Edit Approver Name field.
- Select
Validation/Auto-Population and then enter
the following values:
- Select Validate from User/Customer.
- Select By User Type.
- Select Full Name from the Attribute Name drop-down list.
- Select Approval.Approver Type ID from the User Type ID drop-down list.
- Select OK.
Configure Auto-Population on ApproverID and ApproverEmail
- In CSM Administrator, open an existing Blueprint.
- Select the Approval Business Object.
- Select Edit Business Object.
- Select the ApproverEmail field and then right-click and select Edit Approver Email field.
- Select
Validation/Auto-Population
and then enter the following values:
- Select Autopopulate.
- Select the Approver Name field for Populate when there is a change in table: Approval.
- Select Populate with: Attribute.
- Select Email from the Attribute drop-down list.
- Select OK.
- Select
ApproverID field and then right-click and
select
Edit Approver ID field.
- Select Autopopulate.
- Select the Approver Name field for Populate when there is a change in table: Approval.
- Select Populate with: Attribute.
- Select RecID from the Attribute drop-down list.
- Select OK.
Configure Validation for Team Name and Autopopulation for Team ID
- In CSM Administrator, open an existing Blueprint.
- Select the Approval Business Object.
- Select Edit Business Object.
- Select the Team Name field and then right-click and select Edit Team Name field.
- Select
Validation/Auto-Population
and then enter the following values:
- Select Other Validation Types.
- Select All teams and workgroups from the Valid team/workgroup drop-down list.
- Select OK.
- Select the
Team ID field and then right-click and
select
Edit Team ID field.
- Select Autopopulate.
- Select the Team Name field for Populate when there is a change in table: Approval.
- Select Populate with: Team ID.
- Select OK.
For information on configuring customer approvals in the portal, see Configure Customers Approvals for the CSM Portal.