Using CA Service Catalog for Catalog Users › Handle Requests Pending Action › Transfer Other Users' Requests Pending Action

Transfer Other Users' Requests Pending Action

You may need to transfer a request pending action assigned to you or other users when you or other users become sick, use vacation time, or otherwise become unavailable to perform or approve an assigned task. All users can transfer their own requests pending action. However, only CA Service Catalog administrators and other users with the required access control setting can transfer requests pending action assigned to other users. The following note explains the required access control setting.

Note: The access control option named Access Control: Proxy Action under Catalog, Configuration, Options, Request Management Configuration determines which roles have the ability to approve, reject, fulfill, or transfer requests pending action assigned to other users. In addition, the Access Control: Transfer Request Pending Action setting determines the roles that have access to the Transfer button for transferring requests pending action assigned to other users; this button is hidden from other roles. For details about setting both options, see the Set CA Service Catalog Configuration Options in the Implementation Guide.

For detailed background information and rules about transferring requests and performing related tasks, see Handle Requests Pending Action and Rules for Requests Pending Action.

Follow these steps:

1. Click Home, Requests.

   The Requests page appears.

   Note: If applicable, click the My Requests drop-down list on the Requests page. The Requests page can either display requests and the search box directly or provide access to them indirectly through the My Requests drop-down list. Administrators optionally configure the page to use either setup.

   Search for requests, using the Advanced Search.

2. In the Query drop-down list, do the following:
   1. Ensure that Action Requests is selected.
   2. Optionally, in the Userid field, enter the user ID of interest.
   3. Click Search.

   The Search Results window appears, displaying all requests pending action.

3. Click the name of the request of interest to open it.

   The Requests Details window appears, displaying the details of the request you just opened.

   The details for the selected request appear, with a Requested Services section at the top of the screen. That section lists all services in the request. If the request contains multiple services, you can transfer them either individually or in groups of two or more at a time.

   Note: A service can be transferred if you can select it. If you cannot select the service, it cannot be transferred. For example, a multi-service request may contain one or more services that are not pending approval or fulfillment and therefore cannot be transferred.

4. Click the Transfer button at the top of the window.

   The Transfer Request window appears, displaying the details of requested services, including their statuses.

   The Item Status drop-down list is disabled; you enable it and use it in the next steps.

5. Click the alert status icon in the Actions column.

   The tool tip text for this icon is similar to the following: "Click to override pending action."

6. When prompted, confirm that you want to override a pending action not assigned to you.

   The Item Status drop-down list is enabled, meaning that you can now approve or reject each service in the request.

7. If the request contains multiple services, click the alert status icon and enable the Item Status drop-down list for each service that you want to approve or reject.

   The status of each service option matches the status of the service during the approval phase of the request life cycle.

8. Select the service or services and click Transfer.

   The Search User window appears.

   Note: The Search User scope is based on the administration configuration of either all users (global) or only users in the same business unit. For details about setting this configuration, see the sections describing the Administration, Configuration, Options menu in the "Configuring" chapter of the Implementation Guide.

9. Review the list of users and select one user to whom the selected services are transferred.

   You return to the Requested Services section. In the Item Status column, the selected request or requests are marked for Transfer to username, where username is the user to whom you transferred those requests.

10. Verify that the correct user is designated for the transfer and click OK.

    The request pending action is transferred to the user you specified.