RFC Approvers and Change Management
For Service Manager installations that have implemented Change Management, LiveTime Manager Users now have the capability to accept or reject RFCs. In previous versions of LiveTime, RFC approvals were only processed by supervisor, technician or partner Users assigned to Change Teams.
LiveTime v5.1 allows Managers to be assigned to Change Teams for the approval process. When the Manager has been assigned to the Change Team, they can be allocated to Approval States, which is a state that is neither an entry or exit point of the workflow. Then, when the RFC moves to this stage of the Life Cycle, the Manager will receive an email, to which they can reply accept/yes to approve the change, or reject/no to reject the change.
It should be noted, a Change Workflow configured for Managers to provide RFC approval, will have next states pre-configured for when an RFC is accepted or rejected. This assignment allows the system to automatically send the RFC to the next relevant state, after the Manager has processed the approval.
For this functionality to work the Administrator must set the email message sent to manage RFC approvals, the wording for approving changes needs to be specific. That is, the Administrator needs to clearly specify that the Manager reply using the terms Accept, Yes, Reject or No in the reply email, as these are what the system will recognise to process the RFC.