Service Catalog - Transfer a "Pending Action" Requests to a different Manager

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog

Issue/Introduction

How to successfully Transfer a Pending Action using a user with role "Request Manager".

Environment

Service Catalog 17.x

Resolution

1.- Login to End User user (which has a Manager configured called "Manager1").

2.- Request a service that requires an approval, which will be assigned to "Manager1":

This approval will appear on Manager1's Pending Action list.

3.- Login with another manager user (on this case "Manager2", which has "Request Manager" role too), go to My Request(s) -> Find Request and search for the recently requested service (on step #2).

4.- Click on Actions -> Transfer and a new Windows with the details of this request will be open:

5.- A message saying that no services can be transferred may appear:

6.- Before trying to transfer the request, Manager2 must click on "Click to overrrite pending action" at the right side of the page:

7.- On the pop-up that appears click OK.

8.- Now the services can be selected, then the hyperlink "Transfer" can be clicked and a new pop-up windows will appear with the list of available Users.

Additional Information

Transfer Requests Pending Action