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 Life cycle tab, hover over a process in a stage and click + Step.

3. In the palette that is displayed, click Approve/Reject.

   Caution: 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.

   To use the worklist of another user in your application:

   1. In the Approval flow type list, select Single level.

   2. Click Specific user.

   3. Select an option from the first list that is displayed to indicate how your application finds the specific user.

   4. Select an option from the second list that is displayed.

      This list is populated with either the names of users or user references, based on the selection you made in the first list.

   To use the worklist of a manager:

   Use this approach to request approval from the reporting manager of the user who is currently processing the case. You can find the reporting manager of a user in the Reports to field on the Operator ID form.

   1. In the Approval flow type list, select Single level.

   2. Click Specific user.

   3. Select Reporting Manager.

   To use a work queue:

   1. In the Approval flow type list, select Single level.

   2. Click Work queue.

   3. Select the name of a user role from the list that is displayed.

   To use a reporting structure:

   1. In the Approval flow type list, select Cascading.

   2. In the Approval based on list, select Reporting structure.

   3. In the Approval to be complete by list, select a manager who is the first person in the reporting structure to review the case.

   4. Expand the Approval Level section and click an option to indicate how many approvals are required for each case.

      Options include:

      • One — Only the manager specified in the Approval to be completed by field must approve the case.

      • All — The entire reporting structure, starting with the manager specified in the Approval to be completed by field, must approve the case.

      • Custom — A variable number of reviewers must approve the case, based on a list of when conditions.

   5. If the approval level is Custom, click Update custom levels and enter values in the When and Levels of approval fields.

      For example, you can require approval by two managers in the reporting structure when a purchase order exceeds $25,000.

   To use a list of reviewers:

   1. In the Approval based on list, select Authority matrix.

   2. Optional: Enter the name of a decision table in the Decision table for matrix field that returns a list of reviewers.

   3. In the Page list property field, enter the name of a page list that contains a list of reviewers.

      Tip: If you do not provide a value in the Decision table for matrix, ensure that this page list is populated by other means, such as an activity or data transform, before the case is processed.

   4. In the Approver property field, enter a single-value property that uniquely identifies the reviewers in the page list.

6. Click Flow.

7. Define the process for handling approved cases.

   To move the case to the next step in the process:

   1. Select Continue from the If Approved then list.

   2. Optional: Press the Down Arrow key in the Set status field and select a case status.

   To move the case to a different stage in the life cycle:

   1. Select Change stage from the If Approved then list.

   2. Select a stage name from the To list.

   3. Optional: Press the Down Arrow key in the Set status field and select a case status.

8. Define the process for handling rejected cases.

   To move the case to the next step in the process:

   1. Select Continue from the If Rejected then list.

   2. Optional: Press the Down Arrow key in the Set status field and select a case status.

   To move the case to a different stage in the life cycle:

   1. Select Change stage from the If Rejected then list.

   2. Select a stage name from the To list.

   3. Optional: Press the Down Arrow key in the Set status field and select a case status.

   To resolve the case:

   1. Select Resolve from the If Rejected then list.

   2. Press the Down Arrow key in the Set status field and select a case status.

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.

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