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.
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.
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.
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.