.CustomerCenter Approvals Redesign - Requirements v2022.1

Target release	2022.1
Released	2022.1
Document status	IN PROGRESS
Document owner	David Engblom
Last Updated	19 May 2022

Goals

To provide a more flexible Approval Process to customers using the PCR-360 CustomerCenter.
Provide more options when designating which approvers should receive notifications.
A phased approach will be taken to facilitate a speedy delivery of the most important features

Background and strategic fit

Many of our customers that use CustomerCenter, as well as prospective customers, have asked for more flexibility and options with the approval process.

Line item approvals
Approvals by Department
Approvals by GLA
Tiered Approvals
Account for approval required flag on the service catalog
Customers should be able to designate which approvers receive notifications when a Request is created and requires approval. It has been stated that not all approvers should receive notifications
- Approval check will be part of the validation process
- If Request requires approval, return value so UI can inform the customer on the cart page

Requirements

#	Title	User Story	Importance	Notes
1	Approval Process Changes	Users have requested more flexibility in the approval process so they can more specifically tailor the requirements of a new Request for their organization.	Must Have	Phase 1 In CustomerCenter, the Approver(s) will be listed on each approved item. Needs Work Option A new "Needs Work" option will be added to the approval process. A remark field will be available to list items that need to be updated or changed in the request before the request can be approved. Modified Requests can be resubmitted Requiring approval for Stand Alone Equipment will be available Ability to import approval criteria Migrate legacy Contact/Worker GLA Approver records to the new system
2	Approvals By Criteria	The available criteria for which a Request can require approval is to be expanded and more powerful	Must Have	Phase 1 Approvals By Department Approvals By GLA GLA Approval permissions by Contact Type Reassign GLA Approvals: Users will be able to take a CustomerCenter request that is assigned and waiting for approval and reassign it to another approver. Approvals By Service Type, Equipment, Flag on Catalog Current (legacy) GLA approver settings will be migrated to the new system
3	Approval Notifications	A revamped notification system for approvals and denials will aid in improving the speed of the whole process	Must Have	Phase 1 Notifications will be able to be set up to inform approvers of new Requests Approval Notifications will include a clickable link (or button) to approve the request.
4	Tiered Approvals	A tiered approval approach will allow organizations to require approval from multiple individuals	Must Have	Phase 2 Ability to add multiple levels of Approvers
5	Line Item Approvals	A more granular approach to approvals will provide more control over new Requests	Must Have	Phase 2 Ability to approve or deny individual items within a Request

User interaction and design

Questions

Below is a list of questions to be addressed as a result of this requirements document:

Question	Outcome
What should be done with current (legacy) Requests awaiting approval when the new system is released?	1 organization has so far expressed that it will be easier to delete these Requests and the users will have to resubmit them under the new system.