Review, Approve, or Reject Application Exception Requests in BigFix Application Control via ServiceNow™

Exception managers use the ServiceNow™ service portal to review pending application exception requests raised by BigFix Application Control managed endpoint users for blocklisted applications, and to approve or reject those requests in line with company policy. This five-step process covers logging in to the service portal, navigating to My Approvals, selecting a pending request, and recording an approve or reject decision on the Approval Form. All approved exceptions are tracked in ServiceNow™ for audit and compliance purposes.

About this task

Learn how exception managers can review and approve the pending exceptions raised by endpoint users for blocklisted applications in ServiceNow™. This task also covers how exception managers can track all the approved exceptions raised by endpoint users for blocklisted applications for audit purposes.

To review and track the exception requests in ServiceNow™, follow steps 1 to 4 and to approve pending exception requests follow all the steps:

Procedure

  1. Login to your organization's instance of ServiceNow™'s service portal.
  2. From the service portal's homepage, click My Approvals.
    Figure 1. BigFix Application Control — ServiceNow Service Portal Homepage — My Approvals Navigation

    BigFix Application Control ServiceNow service portal homepage showing the My Approvals navigation link that exception managers click to access the pending application exception request queue for BigFix Application Control managed endpoint users.
  3. Select either View all Approvals to see all the pending approval requests or select the specific application exception request ticket you need from the list.
    Figure 2. BigFix Application Control — ServiceNow View All Approvals Screen — Pending Exception Request List

    BigFix Application Control ServiceNow View All Approvals screen displaying the full list of pending application exception request tickets raised by endpoint users. Exception managers can select an individual ticket to review its details and take approve or reject action.
  4. From the list of all pending approvals, click the one you want to approve or reject.
    Figure 3. BigFix Application Control — ServiceNow All Approvals Screen — Exception Request Pending Queue

    BigFix Application Control ServiceNow All Approvals screen showing the pending exception request queue. End users can view their own submitted requests; exception managers can view all pending requests raised by endpoint users and click into any ticket to take an approve or reject action.
    On the All Approvals screen,
    • users can view the list of pending exception requests raised by them.
    • exception managers can view and act on the list of pending exception requests raised by endpoint users as required.
  5. On the exception request's Approval Form, you can view the exception ticket's details and either Approve or Reject the request.
    Figure 4. BigFix Application Control — ServiceNow Exception Request Approval Form — Approve or Reject Decision

    BigFix Application Control ServiceNow exception request Approval Form showing the full details of the selected exception ticket — including the requesting endpoint user, the blocklisted application, the business justification, and the requested access dates — with Approve and Reject action buttons for the exception manager to record their decision in line with company policy.
    The exception request is approved or rejected. Approved exceptions are tracked in ServiceNow™ and are available for audit review.

Results

The exception manager has successfully reviewed, and approved or rejected the pending application exception request. All approved exceptions are recorded in ServiceNow™ and can be tracked for audit and compliance purposes. For more details on the service portal, refer to ServiceNow™'s help documentation on the service portal.