Service Request Auto Approval

Hello TechNet Experts,
I am looking to create a workflow or somehow setup the Service Requests to automatically approve / not require approval. Any ideas on how to do this? So basically, I want a service request to come in just like an incident does, no need for anyone to approve
it.
Thanks in advance!

Hi,
Just don't add a review activity in the SR template.
Cheers,
Marat
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SCSM 2012 - service requests auto complete even with activities in them

I introduced SCSM 2012 on Monday at out company. I have a number of service requests templates that the service desk use.
I have seen a major fault. Occasionally when a request is raised from the template the goes straight to complete and therefore the manual activities are stuck in pending and i have to kill the activities using a powershell script. Below is a screen shot
showing an example.
THis was raised from a template the service desk use frequently. The template is ok because we have used it several times. In the example below service desk raised the template - as ever when you raise a request the system moves it from 'new' to 'In Progress'
- which is fine you should expect this - but then it automatically moves it from 'In Progress to 'Complete' - this is without the activity being completed. The activity is then stuck in pending. No one is marking the request as complete, the system is doing
it - but why??????? there are no workflows set up at all for Service Requests

Hi CCOTS-KN
You can actually quite easily test this.
Create an SR from a template that has 3 Manual Activities. Once created it will progress through the 'Submitted' status to the 'In Progress' status. The first Manual Activity should also be 'In Progress'. Now complete the first Manual Activity,
then wait for the second Manual Activity to go to the 'In Progress' status. Now, put the SR 'On Hold'. Wait for a couple of minutes - until the 2nd and 3rd Manual Activities are paused. Now resume the SR. What should happen is that
the Manual Activity resume workflow should trigger before other workflows, resulting in the SR and the Manual Activities remaining 'In Progress'. If the issue is not fixed, the completion workflow will trigger first resulting in a completed SR with paused
activities.
HTH
Cheers
Shaun

Inbox Search - status for service request not updated

Hi,
In inbox search, the status change for a service request does not reflect until the user log offs or opens the service request in edit mode. PFB the steps followed. (Two users are monitoring the service request but is being processed only by one)
Web UI window 1(User 1): I open the inbox search result page. Service requests are displayed with the status field
Web UI window 2(User 2): In a separate window, the service request is approved by changing the status of the service request to Approved.
Web UI window 1(User 1): In the inbox result screen, i click on search for the same search criteria, but still the old status of the service request(updated in window 2) is displayed.
Observation:
1. If I open the service request, the service request still has the old status. If i click on edit, the new status is displayed. If i click on Back button (without clicking on edit), the new status is refelected for the service request in the inbox result page now.
2. If I log off and again open the inbox result, the new status of the service request is reflected.
3. The status of the service request is updated in the database immediately user 2 changes the status.
There is no enhancement done for the inbox search. The behavior is for standard inbox result.
Please provide any pointers to resolve this issue.
Regards,
Radhika
Edited by: Radhika Chuttani on Jan 5, 2011 7:13 AM

Radhika,
This is standard behavior in the SAP inbox. The reason is that SAP buffers search results in the Inbox in order to improve performance. So even though you hit "search" again, SAP does not update the search results because this search has already been executed in this session. Clicking "End" or logging off refreshes the buffer.
SAP released a note to update the "Responsible Employee" in the Inbox without requiring the user to log off. You can see their explanation and the solution here:
https://service.sap.com/sap/support/notes/1465966
If you want to enable inbox refresh every time a search is executed, you will probably have to do custom coding. My guess is that you may be able to leverage the CRM_IC_INBOX_BADI. Let me know if this much info is enough or if you want further details on how to technically achieve this.
Rahul

Service Request State Models

Hello guys,
We have created a value in the Service Request status (Under Customer Approval) which is to be after the status Approved-Req. When the client reaches the status Approved-Req he is unable to reach the new value Under Customer Approval.
Could anyone please help me with this one? Because I checked the transitions and it says:
(From State) = Approved-Req. (To State) = Under Customer Approval.
Check flag on Public along with the problem type = New Requirements.
The authroized positions filled are the same as the position of the customer trying to change the service request status.
Why can't we change the status of a service request from Approved-Req to Under Customer Approval? Please help.
Thank you
Edited by: Hamzeh Al-Karmi on Jan 18, 2010 5:08 AM

Hi Hameez,
Is the issue occuring only for this transition?
When u have added the Authorized position. Does the transition was appearing previoulsy when it was public?
Try chaning again to Public and check if you are able to select the value.
Then add the Position and bounce the server to make the changes affect.
Regards,
Joseph Arul Dass

How to create a view for all Service Requests that are not approved by reviewer

Hallo,
I want to create a view in the Service Requests library that shows all SRs that are not approved. How to configure condition that says: if a SR has related Review Activity which is In Progress, show that SRs?
I couldn't find this when creating the view. Thank you.

So here's the first problem with that: Which review activity? a SR can contain multiple RAs, so how do we decide if an arbitrary SR is approved or not?
As to the specific language you use (Any child RA is In Progress) you might want to look at the criteria from the default Change approval view, which does something similar:
<QueryCriteria Adapter="omsdk://Adapters/Criteria" xmlns="http://tempuri.org/Criteria.xsd">
<Criteria>
<FreeformCriteria>
<Freeform>
<Criteria xmlns="http://Microsoft.EnterpriseManagement.Core.Criteria/">
<Expression>
<And>
<Expression>
<SimpleExpression>
<ValueExpressionLeft>
<Property>$Context/Path[Relationship='CoreActivity!System.WorkItemContainsActivity' TypeConstraint='CoreActivity!System.WorkItem.Activity.ReviewActivity']/Property[Type='CoreActivity!System.WorkItem.Activity']/Status$</Property>
</ValueExpressionLeft>
<Operator>Equal</Operator>
<ValueExpressionRight>
<Value>$MPElement[Name="CoreActivity!ActivityStatusEnum.Active"]$</Value>
</ValueExpressionRight>
</SimpleExpression>
</Expression>
<Expression>
<SimpleExpression>
<ValueExpressionLeft>
<Property>$Context/Property[Type='CoreChange!System.WorkItem.ChangeRequest']/Status$</Property>
</ValueExpressionLeft>
<Operator>Equal</Operator>
<ValueExpressionRight>
<Value>$MPElement[Name="CoreChange!ChangeStatusEnum.InProgress"]$</Value>
</ValueExpressionRight>
</SimpleExpression>
</Expression>
</And>
</Expression>
</Criteria>
</Freeform>
</FreeformCriteria>
</Criteria>
</QueryCriteria>
This is a simple AND criteria with two componets. one looking for a Review Activity (TypeConstraint='CoreActivity!System.WorkItem.Activity.ReviewActivity') which is related to the targetting CR by Contains Activity ($Context/Path[Relationship='CoreActivity!System.WorkItemContainsActivity';
Context in this... context means the CR targeted by the view) where it's status (/Property[Type='CoreActivity!System.WorkItem.Activity']/Status$) is In Progress ($MPElement[Name="CoreActivity!ActivityStatusEnum.Active"]$). The other is filtering
for the target change request's status ( $Context/Property[Type='CoreChange!System.WorkItem.ChangeRequest']/Status$) is In Progress ($MPElement[Name="CoreChange!ChangeStatusEnum.InProgress"]$).
You could convert the second criteria to point to SRs and SR status values, and then use the similar text for the first criteria. i'd recommend
Anton's Advanced View Editor (or
the free version) to do the criteria adjustment.

Auto approval for self registration request in OIM 11G R2

Hi all,
We have a requirement where we want end users to be able to self-register without needing any sort of approval. We are using OIM 11G R2 with the latest patchset.
The way to do it in 11G R1 is explained in the following document:
[http://docs.oracle.com/cd/E21764_01/doc.1111/e14316/unauth_selfservice.htm#BABFEIBF]
But now that R2 does not have any request templates, we are not sure how to do this. Any help will be greatly appreciated. Thanks for your time.
-sandeepc

refer this.
Configuring Auto-Approval for Self-Registration - Fails due to Organisation

Auto Approval Workflow for leave request Management.

Hi Guru's,
I am working on leave request Workflow i.e WS12300111.
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refer date/time :- Expression Date : %DATUM% Time : %UZEIT% 3 days Action : Modeled Display test
Outcome : Reminder Mail
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i have created an activity if the deadline is reached so that it should auto approve the workitem.
in that activity i have created a copy of class CL_PT_REQ_WF_ATTRIBS created 1 method auto_approve. and used function module PT_ARQ_REQUEST_EXECUTE so that it will change the status from SENT to APPROVE.
But when i apply leave in portal , workflow starts but it doesnt reach to branch auto approve after the deadline is reached.
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whether the auto approve method used is correct or not
or there is another solution to this
I have checked the SWU3 setting and it is green.
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Hi Rick ,
Thanks for the Reply.
But is there something wrong in deadline monitoring i have maintained for the task.
could you please share the procedure for implementing deadline monitoring specific to auto approval of the workitem.
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Loan Auto approval while requesting in ESS

Hai all,
I am having a requirement that while applying a loan req in ESS that request should not go to the manager for approval.
It should be approved when it is applied. So that the status should be approved when applying itself.\
So when i run the report it will post the request in infotype 45.
what is the necessary setting needs to be done so that the request will be approved when sending itself.
Kindly give some suggestions.
Thanks,
Nalla B.

Hai all,
Thanks for ur valuable response. There is a small twist in this. Am having three type of loans in which two required approval one does not required any approval.
Am using the standard Wd 18900041and using the BADI HRPBSINGET_APPROVER to find the approver and sending the request to approval through WF.
So how can I achieve the auto approval functionality for that one type of loan alone???
Can I follow the following steps
1) Deactivate the WF in config.
2) Restricting the BADI to find approver only for the other two type of loans.
Pls give some suggestions.
Thnks in advance,
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Repository Service for Auto Submit for Approval

Hi all,
Can anyone help me with the creation of a Repository Service to auto 'submit for approval' any document created.
My main problem is in two methods:
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In some samples, I saw always this code line:
mgr.getEventBroker().unregister(this, ResourceEvent.CREATE_CHILD);
But in my project the unregister method doesn't have that parameters
2) received(IEvent event)
I need some help to know what code should I put
The remaining steps, I think I can handle by myself.
Many Thanks,
Luis

Hi,
1) make sure you use com.sapportals.wcm.repository.manager.IRepositoryManager, use the JAR (bc.rf.framework_api.jar from the \usr\sap\XXX\JCXX\j2ee\cluster\serverX\apps\sap.com\irj\servlet_jsp\irj\root\WEB-INF\portal\portalapps\com.sap.netweaver.bc.rf\lib folder) from the portal you are willing to develop to make sure you have the actual libraries.
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event.getResource()
Now you can handle the submit for approval by yourself.
Romano

When creating self service request contains attachments and it's approved

when creating self service request contains attachments and it's approved is the attachments automatic transfer to the applet form or not?

resolved

ESS Auto Approval Leave Request

Goodday all,
I'. trying to create a WF which will have a step tp auto approve a leave request after 5 days of submission to the approver. I have made a copy of the standard WF12300011 and have included 'modeled deadline monitoring' step just before 'request approved?' step. This is where i'm stuck, once teh deadline is obsolete, i will need to create a new step to automatically change the REQ.STATUS to 'Posted' OR 'Approved'. How do i do this step? or is there a better way to do things? Thanks in advance
Regards

Try Like this
1. As you said that you hvae a copy of the standard workflow so when the Modeled Deadline monitoring is reached any ways a outcome will be included in the WF template , so what you can do is in that outcome you include a Activity which uses the method of conatiner element REQ which will have the current request instance
REQ type is cl_pt_req_wf_attribs so in this class you hvae a method with name APPROVE so use this mehtod in the Activity that you will create in the modeled deadline monitoring outcome. this will approve the request and when ever the report RPTARQPOST is executeed the approved request will be posted into the respective infotypes.
If you hvae any more queries plz let me know, because i also had the same issue and i fixed that in the above mentioned way.

Auto Assignement of Service Request to Engineers in CRMOD

Hi all,
We have a requirment where client wants us to do Auto Assignement of Service Request to engineers based upon the availibility and workload of engineer.
For Example: If there are XX number of SR assigned to Engineer1 , then assign the new SR to Engineer2
Also if the Engineer 2 has no bandwidth then assign it to Engineer 3
Could you help me with some workaround for this in OD. Or if there any partner product who provides this functionality
Thanks & Regards,
Suchita

I have done this using Web Services / Java applying it to Team Member assignments for Opportunity. It would be a 90% plus fit that would have to be modified to apply to SRs. The rules are configurable by users as the rules are stored in a custom object in CRM On Demand. It is pretty slick and has been in production for about a year. It is a high volume client in a multi-tenent environment.
You can write any rules that you want and the most used rules are the ones that balance work load across users that have the same role (round robin assignments). There are other rules that assign by availability based on the calendar, shifts, skills, etc. the sky is the limit.
To create a new rule type requires writing a new method in java and adding the rule to the custom object. It is very flexible and extendable. The customer that is using it is extremely pleased with it.
Edited by: eSteege on Aug 8, 2012 10:58 PM

Approval Procedure in service request/Service Order

Hi,
We are implementing approval procedure to set up an approval process in service request & order.
We have made the necessary configurations in IMG->CRM->Transactions->Basic settings->Approval settings.
The web UI component for approal procedure is BT_APPROVAL does not show up in assignment block of SRQM_INCIDENT_H or BT116H_SRVO. Therefore we are note able to view approval procedure in web ui.
Please let us how to activate this component in service order & request in web ui
Regards
Sushant

Hi Vikas/Sushant,
This has been implemented in standard in the component "SRQM_RFC_H". This is the component for Request For Change.
In your case you will have to do the same if you want this approval block for Service Order or Incidents.
It could be executed in 3 major steps:
a) Add BT_APPROVAL as an Usage in these Components through the UI Runtime Repository tool from the component workbench
b) Make this assignment visible by adding it to the Overview page in Runtime Repository and changing the Overview Page Configuration to accommodate this view
c) Make changes to pass the data to BT_APPROVAL. This will require you to enhance the component. the enhance the Component Controller and then change the method WD_USAGE_INITIALIZE in the component controller to bind the BTADMINH of the Service Order component with that of the BT_APPROVAL. Something like below
    when 'CUBTAPPROVAL'.
      iv_usage->bind_context_node( iv_controller_type = cl_bsp_wd_controller=>co_type_component
                                   iv_target_node_name = 'BTADMINH'
                                   iv_node_2_bind      = 'BTADMINH' ).
Please check RFC the component mentioned above for finer details.
Thanks!
Amrut Tadas

Approval procedure in service request/order

Hi,
We are implementing approval procedure to set up an approval process in service request & order.
We have made the necessary configurations in IMG->CRM->Transactions->Basic settings->Approval settings.
The web UI component for approal procedure is BT_APPROVAL does not show up in assignment block of SRQM_INCIDENT_H or BT116H_SRVO. Therefore we are note able to view approval procedure in web ui.
Please let us how to activate this component in service order & request in web ui
Regards
Sushant

Hi,
U need add the component usage in UI comonent. Then bind the context in WD_USAGE_INITILALIZE

How to stop auto approval of requests by xelsysadm ?

Hello OIM-SOA experts, when I submit role request using xelsysadm user, the operational level request is auto approved eventhough I have custom approval in place. But requests submitted by others will go for approval process. How to avoid auto approval of xelsysadm requests for opearational level ? Is it possible to configure this ?
appreciate your suggestion
Thanks

How did you create Approval Policy ?
Did you create Request Level and Operation Level Policies ?
Did you select proper Request Type ?
Did you create proper rule which satisfy your expected results ?

Service Request Auto Approval

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