Product Documentation

Manage provisioning changes

Jun 05, 2015
Updated: 2013-03-04

During the course of business, resellers or customers might need to change services that are provisioned, the number of provisioned users, or the level at which a service is provisioned. These changes affect the pricing and billing of services, so service providers, resellers, and customers need a mechanism for managing these requests in a timely manner.

Using Workflow Approval, you can approve or reject provisioning requests such as deprovisioning a service from a customer, updating user details, or adding users to an existing service. Approvers can be managers in an organization or members of a group that is notified whenever a specific type of request is made. All requests move through an approval chain before they are enacted in the system.

Enabling and disabling workflow approvals

Workflow Approval is not enabled by default in Services Manager. You can enable this feature through the Feature Setup menu item (Configuration > System Manager > Workflow Setup). Only Service Provider Administrators can enable workflow approvals and customize notification messages by default. After this feature is enabled, users logging on to the control panel see the Workflow menu bar item which enables them to view provisioning requests. Additionally, you can configure approval requirements and create approval chains.

When Workflow Approval is enabled, the following events occur:
  • All users are assigned the Workflow Approval User security role and can view approval requests and responses.
  • The Workflow Approval Administrator security role is available for assigning to appropriate users.
  • The My Account Management, My Services Management, and My Account and Service Management security roles are enabled for all customers. These roles allow users to modify their own account or provision services to themselves which can be approved by managers or groups you define.
  • For Service Provider Administrators, a Workflow Approval preview link appears on the Customer Details, User Details, customer service, and user service pages. When clicked, this link displays a preview of the approval notification message that will be sent when information on these pages is modified.
When Workflow Approval is disabled, the following events occur:
  • The Workflow Approval Administrator and Workflow Approval User security roles are disabled for all customers and users.
  • Workflow Approval role membership is removed from other security roles in which it was included.
  • For Service Provider Administrators, the Workflow Approval preview link is removed from all control panel pages.
  • The Bypass workflow approval role permission is enabled for the Authenticated Users security role and applies to all control panel items governing customers, users, and services. This disables workflow approvals for all customers.

Workflow approval security roles

When enabling workflow approval, you can also enable security roles that allow users to modify their own account or provision services to themselves without additional approval. When these security roles are enabled for selected users, those users can log on to the control panel and perform the following tasks:
  • The My Account Management security role allows users to modify their own User Details page. Clicking My Account > Personal Details displays the User Functions dialog box, enabling the user to click Edit User and make changes to the User Details page.
  • The My Services Management security role allows users to manage their own service provisioning. Clicking My Account > Services displays the User Services page for the logged in user. From this page, the user can provision available services, change the user plan for a provisioned service, and modify the service settings.
  • The My Account and Service Management security role confers both account and service management permissions to specific users.

Manager Approval chains

The Manager Approval chain is comprised of users who are designated as managers. You specify a user's manager using the Manager field on the User Details page in the control panel. In this chain, actions are approved at successive levels in the customer's organization. For example, provisioning a user with a new service might require approvals from the user's immediate manager and the director of the user's department.

When a request a generated, only the first member in the chain is notified. The next member in the chain is not notified of the request until the first member has approved it. If the first member rejects the request, the next member in the chain is never notified of it. For a request to be approved, all members of the chain must approve it. A request is rejected if any member in the chain rejects it.

Group Approval chains

The Group Approval chain is comprised of users who elect to receive notifications of specific types of requests. In this chain, actions are approved by users who perform specific functions within the customer's organization. For example, provisioning a user with a new service might require approvals from users in the organization's Accounting department.

When a request is generated, all of the group members are notified. The group members can approve or reject the request at any time. For a request to be approved, a certain number of group members must approve it. A request is rejected if the required number of members do not approve it. You configure the number of members required from the Workflow Group Management dialog box. For more information, see Configure workflow approval chains.