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Requesting approval from users

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Enforce business policies in your workflows by adding an approval step to a process. In approval steps, users can approve or reject a case after reviewing the case details.

For example, a manager can approve or reject a job candidate in a hiring process.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. On the Workflow tab, click Life cycle.

  3. In the Case life cycle section, in a stage where you want to add an approval step, click Step Approve/Reject .

    Your case type includes an Approval Rejection alternate stage.
  4. In the text field that appears, enter a unique name that describes the step.

  5. On the General tab of the Step properties panel, route the approval step:

    • To route the approval step to a user in your application, in the Route to list, select Specific user, and then enter the user details.

      You can assign the task to a user by user name, a user by user reference, the reporting manager of the user who last updated the case, or a case participant.

      You can route the approval step only to the participants that are of the application user type andrepresent a single user.
    • To route the approval step to a team that shares a work queue, in the Route to list, select Work queue, and then select or enter a team.
  6. In the Step properties panel, click the Flow tab, and then define what happens when a user approves the case:

    Choices Actions
    Approve and move case to the next step
    1. In the If approved then list, select Continue.

    2. Optional:

      To change the case status, in the Set status field, select or enter the status that you want to assign to the case when a user gives approval.

    Approve and change stage
    1. In the If approved then list, select Change stage.

    2. In the To list, select the stage that you want to assign to the case when a user gives approval.

    3. Optional:

      To change the case status, in the Set status field, select or enter the status that you want to assign to the case when a user gives approval.

  7. Define what happens when a user rejects the case:

    Choices Steps
    Reject and move a case to the next step
    1. In the If rejected then list, select Continue.

    2. In the Set status field, select or enter the status that you want to assign to the case when a user rejects the case.

    Reject and change stage
    1. In the If rejected then list, select Change stage.

    2. In the To list, select the stage that you want to assign to the case when a user rejects the case.

    3. In the Set status field, select or enter the status that you want to assign to the case when a user rejects the case.

    Reject and resolve
    1. In the If rejected then list, select Resolve.

    2. In the Set status field, select or enter the status that you want to assign to the case when a user rejects the case.

  8. Click Save.

To improve the turn-around time for your request, define a goal and deadline for the approval step. For more information, see Setting goals and deadlines for stages, processes, and steps.

  • Learning about approval by email

    Email approvals are a convenient way of requesting approval from stakeholders that use email messages to request and grant the approval. By configuring a case type to support email approval, your application's users can approve or reject case steps remotely, without having to log in to your application.

  • Configuring cascading approvals

    Receive approval from people on different levels of your organizational chart by configuring a system of cascading approval. For example, you can create a case that requires authorization

  • Configuring approvals with an authority matrix

    Create a system for obtaining approval from people in different parts or departments of your organization, by creating an authority matrix. For example, you can create a case that processes business trip expenses, and then configure an authority matrix to request approvals from a reporting manager and a financial worker.

  • Enabling approval by email

    You can provide greater flexibility and convenience for users of your application when they process a case, by enabling email approval. Users can then accept, reject, or take other actions on a case without having to log in to the application.

  • Setting goals and deadlines for stages, processes, and steps

    Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAa) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.

  • Building forms for case types

    You capture user input in a case by building forms. When you create, configure, and organize relevant fields in a form, you can clearly communicate to users the tasks that they need to perform to process an assignment in a case.

  • Defining the case life cycle

    Track and resolve your cases in a convenient and facilitated way by defining the case life cycle that represents a business model. You can define the life cycle as smaller modules that match the elements of your business process.


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