In a workflow the field „Manager“ can be used. This might be useful if the manager has to approve a ticket requested by a member of his team.
The requester provides the E-Mail address of his manager so this person can approve the request in the next step.It's mandatory to have in the next step a "Manager Assignment" so the decision who has to work on the ticket is flexible. Besides this, if the mail address provided by the requester isn's valid for Manager function, the E-Mail will be sent to a "Default Manager" provided in the following step. This person (named Default_Manager below) is able to approve/reject the ticket as well to reassign it.
If the manager gets the E-Mail from SecureChange, logging in to SecureChange is necessary. After this, working on the ticket is possible.
Having local users configured, the validity of the mail address is checked. Examples:
- If the assigned manager has the appropriate right, approval is possible.
- If there is no right for approval, but a link sent by E-Mail, the approval is possible for this case.
- If the mail address isn't known in SC, Default Manager is taken.
So as a result, when this option is used with local users, everything works as designed in SecureChange.The Manager is able to approve a step even if he doesn't have "global rights by role" to do so. Having a LDAP Server connected to SecureChange, this is the result:
- If the assigned manager has the appropriate right, approval is possible.
- If there is no right for approval, but a link, then the approval is possible for this ticket.
- If the mail address isn't known in SC but in LDAP, the ticket is assigned and even without being defined in SecureChange, the manager can follow the link and to approve the step.
- If the mail address is "external", the Default Manager is taken.
Please be aware, that the MANAGER as well as the DEFAULT-MANAGER need to be known in SecureChange or LDAP Server. The MANAGER doesn't need appropriate rights in every case.