Service Point Request Approval Process

Service Point now provides the ability to approve your Service Catalog requests, provided you have an integrated environment of CA SDM and CA Service Catalog. Any logged in user in Service Point can approve, reject, Transfer, Delegate, and Take/Return CA Service Catalog Requests.
Service Point will fetch pending approval requests from CA Service Catalog and will approve the requests through Catalog Request wizards. Requests that are in Pending Approval state can be viewed by the logged in user or user groups. In case, when there are no requests assigned to a user or group, Service Point will display appropriate message. In Service Point, My Approval Tab displays all pending approval requests.
Perform the following steps:
  1. Login to CA Service Point and Click on the My Approvals tab from the Home Page.
  2. Select a request that is in Pending Approval state, and from the Request Page take appropriate action(s).
  3. Select
    : Provides drop-down options to either approve or reject a request.
    Rejecting a service rejects the entire request. The request is returned to the user who submitted it and the user decides whether to update the request and resubmit it or accept the rejection as final. Once all services in the request are approved, the request wizard moves the request to the next phase of the request life cycle.
    Figure - Request Approvals in Service point
    Image showing Request Approvals in Service point
  4. Take/Return
    : Logged in users have the option to either assign a request to another analyst, user or group, or return the assigned requests in a queue back to the request assignee. Take or return ownership of requests pending action in a queue. Users can take ownership from a group queue or the queue of another user in the same business unit or sub-business unit. Similarly, you can return ownership of requests pending action from your queue to the queue of your group. You can take or return ownership of requests pending action that is assigned to your group.
    Take and Return works only if you are logged in as a user of the group to which the request pending action is assigned. Only CA Service Catalog administrators and other users with the required access control setting can do so.
  5. Transfer
    : Request managers can transfer the requests pending actions that are assigned to themselves or other request managers. You can transfer a request pending action that is assigned to you or another user.
    For example, when a user is unavailable to perform or approve an assigned task.
  6. Delegate
    : Request managers can delegate the request pending actions. Request managers can auto-delegate requests pending actions that are assigned to themselves or other request managers.
    For example, when users are unavailable to perform or approve an assigned task. Auto-delegation is useful for managers who monitor requests but who do not address requests directly. Thus, auto-delegation helps ensure that requests are addressed in a timely manner. A request pending action can be delegated only once.
    Only the owner of the request pending action can delegate, if the owner has the required access control setting.