Routing an approval step to a user

You can control which routing strategy assigns an approval step to a user. By ensuring that requests are sent to users with relevant roles or skills, you can resolve cases more quickly.

1. In the navigation panel, click Case types, and then click the name of a case type.
2. On the Workflow tab, click Life cycle.
3. Click an approval step in a stage.
4. Configure a routing strategy to determine who processes the approval step.
   • One user:

     1. Click Specific user.

     2. Choose an option from the first list that is displayed.

        • User name - Routes the approval step to the user whose name you provide in the field that is displayed.

        • User Reference Field - Routes the approval step to the value of the user reference field that you select from the list that is displayed.

   • One user from a specific team:

     1. Click Work queue.

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

   • The reporting manager of the user who requested the approval:

     Tip:

     To find the reporting manager of a user, look in the Reports to field on the Operator ID form.

     1. Click Specific user.

     2. Select Reporting Manager.

5. Click Save.