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Requesting approval from users

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Ensure that your business processes meet your organization policies and requirements by requesting approval from users. After reviewing case details, users can approve or reject a case and bring the case closer to resolution.

For example, a manager can approve or reject a job candidate in a hiring process after reviewing the candidate's CV and conducting the job interview. By configuring an approval step, you ensure that only the appropriate person, such as a manager, can make certain decisions in a case.
  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 pane, 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, user reference, the reporting manager of the user who last updated the case, or to a case participant.

      You can route the approval step only to participants that have an account in your application.
    • 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.
    • To route the approval step to a user that your application assigns at run time based on conditions that you define, select Use business logic, and then click Configure business logic to define the conditions.
    For example, an application can route an assignment to a user with the most appropriate skill set and availability. For more information, see Assigning users automatically at run time.
  6. In the Step properties pane, 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 approves the case.

    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 approves the case.

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

    Choices Steps
    Reject and move 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.

Extend the approval functionality:
  • 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 first from the reporting manager of the worker processing the case, and then from the senior manager.

  • 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.

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