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Requesting approval from a user

You can add an approval step to a process to prompt a user to approve or reject a case after reviewing the case details. By using approval steps, you can enforce business policies in your workflows.

  1. In the Explorer panel, click Cases, and then click the case type that you want to open.

  2. On the Workflow tab, click Life cycle.

  3. Hover over a process in a stage, and then click + Step > Approve/Reject.

    An alternate stage named Approval Rejection is added to your case type. Do not delete or rename this stage because users will not be able to reject cases.

  4. In the text field that is displayed, enter a unique name that describes the step.

  5. Indicate how the approval step is routed at run time.

  6. Click Flow.

  7. Define the process for handling approved cases.

  8. Define the process for handling rejected cases.

  9. Optional: Define a goal and deadline for the assignment to ensure that it is processed in a timely manner.

  10. Optional: To define the fields that are displayed when a user processes the request for approval, click Configure view.

    For more information about forms and fields, see Building a form.

  11. Click Save.