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To make an the approval process more flexible, you can separate the set of approvers set by making their decisions mandatory and non-mandatory.

A mandatory approver can either Approve approve or Reject the reject an approval taskticket; the a non-mandatory approver can either ignore or Reject reject a task optionallyticket.

Flexible approvals are configured via via the User-approval workflow activity.

Configuring

Configure participants


In general, to configure To set up participants, please specify the approval conditions in the Approval block in of your workflow.

To specify mandatory participants, please complete the following steps:

  1. Scroll down to the Mandatory Participants tab of the User-approval block properties.

  2. Fill in either the Employees, Groups or Roles fields or select the Advanced checkbox to add a script.
  3. Define the approval logic in the Approved When field.
  4. Click Save.

The table below describes the available options for the Approved When field:

Choice optionDescription
Anyone to approveOne of the specified users can approve; the first received approval received causes the activity to complete with the an Approved result of Approved.
Everyone to approve

All the users must approve. If one of the participants rejects the ticket, the approval state changes to Cancelled and the workflow activity completes ends with the a Rejected result of Rejected. 

First response from anyoneThe first approval received approval causes the activity to complete with the an Approved result of Approved.
Most answersThe activity will be completed with the an Approved result result if the quantity number of approvals is more than the rejection quantityexceeds the number of rejections.
Conditions based on scriptEach time a user approves or rejects the ticket, the the Script is called to determine if whether the activity should be completed.

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If your process requires non-mandatory participants involvement, please complete the steps below:

  1. Select the Non-Mandatory Participants checkbox when configuring your User-approval block properties. The Non-mandatory participants tab appears.
  2. Fill in the fields.
    • You can fill in either the Employees, Groups or Roles fields.
  3. Select the Consider non-mandatory participants checkbox to make participants able to affect the decision and reject approvals.
  4. Click Save.

Participant properties

The participant properties differ slightly for mandatory and non-mandatory participant in a particular process or task (for example, Change Request authorization). 

ParticipantsParticipant properties
Mandatory

Their reaction is mandatory to authorize a request. When a mandatory approver receives an approval request, they can:

  1. Approve it.
  2. Reject it, providing the rejection reason.
Non-mandatory

Their reaction is not mandatory for authorization. When a non-mandatory approver receives an approval request and if they were involved in the process, they can reject it providing the rejection reason.


Tip

You can configure your approval rules so that the reject from a non-mandatory participant will cancel the approval process. For this, you need to use the specific options in your User-approval block. The table below is an example of how to populate the fields: 

FieldValue
Non-mandatory participantstrue
EmployeesJohn Doe, Jane Doe
GroupsHR
Roleshr_manager
Consider non-mandatory participantstrue

This combination of checkboxes allows at least one of the non-mandatory participants to reject approval tickets regardless of the approval condition defined in the Approved When field. 

Example of business usage

Use case


Approval Approvals flexibility serves well, for example, in business-cases requiring a case-by-case approach, such as Change Enablement Practice.

When authorizing a change request, mandatory and non-mandatory approvers can take part in the approval process.

Both mandatory and non-mandatory approvers can be classified according to the RACI matrix.

RACI Matrix

ProcedureProcess Manager (for example, Change Manager)Mandatory approverNon-Mandatory approver
ApprovalARI, R


Info

The process manager is accountable for the whole process, so they are marked with A in the table.

Mandatory approvers are responsible for the request implementation, so they are marked with R in the table.

Non-mandatory approvers generally should be informed but may be responsible for one or more implementation stages, so they are marked with I and R.


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