In change management should you be able to rollback a rejected approval?

[Davina]

If an approval is rejected within change management should you then be able to roll it back so that it resets tasks/approvals?

Is this best practice & considered alignment to the ITIL framework?

I know that yes it can be implemented, as with everything in ServiceNow you can basically build what you want, but would this such process be considered best practice?

[Kalaiarasan Pus]

we have this rollback in many of our processes...

Let's take a change request for example ... The change request reaches for CAB approval and they feel that the information provided is not per the compliance policy , they may reject the request and ask the concerned people to rework it following the compliance policy set.. so in this case , rather than closing the request as is,the same can be used for rework... Thus facilitates in avoiding creation of duplicate change requests for the same task.

[Kalaiarasan Pus]

and if you need some implementation help , you need not create from scratch as there are predefined activities for the same

this should help in your implementation if needed

http://wiki.servicenow.com/index.php?title=Selecting_a_Rollback_Activity

Designing Workflows with Rollback To - ServiceNow Wiki

[Davina]

Yes thanks for that i have used the rollback activites before, just wanted to check if it is best practice to rollback approvals on a change request?

[Davina]

Ok... but is this something that auditors approve of? Is this best practice for Change Management?

Would it be better to have a triage task prior to going to CAB?

In a previous role i have worked with very strict CAB approvers, if the change is missing information when it goes to CAB it is rejected with comments and must be re-raised.

[marcguy]

Well it's heavily audited here and not been brought up as an audit issue, like I say as long as it's fully audited, we have retraction reason/comments etc that are mandatory if the approver changes their mind etc.

We can sometimes have 25 approval groups, now imagine how much of a headache it is and waste of time to rollback and gather approval from everyone again.... that's the main driver for it.