Mapping case status to approvals

As a case business analyst, you need to create an approval mapping to define the following details:

• Case status that triggers an approval.
• Case status to which a case transitions based on an approver's action.

(Version 20.08.01) You can also create an approval mapping for a line of business. This ensures that the approval mapping is applicable to all the cases that belong to the line of business.

(Version 20.08) You can also create an approval mapping for a line of business by using Flowsets. This ensures that the approval mapping is applicable to all the cases that belong to the Flowset.

Learn more about approvals in Case approvals.

Before you begin

If you want to create an approval mapping for a line of business, ensure that you have defined a Flowset.

To create an approval mapping

1. Log in to BMC Helix Business Workflows.
2. Click My Application Settings .
   The Settings page opens in a new browser tab.
3. On the new browser tab, select Case Management > Approvals.

4. (Version 20.08.01) On the Approval Mapping page, complete the following steps:

   1. From the Line of Business list, select the line of business for which you want to create an approval mapping.

   2. Click Approval Mapping.

5. (Version 20.08) Click Approval Mapping.

6. In the Add Approval Mapping pane, complete the following fields:

   Field	Description
   Approval Mapping Name	Specify a name for the mapping.
   (Version 20.08.01) Line of Business	The line of business that you selected to create an approval mapping is displayed.
   Company	To apply the approval mapping to all companies, select Global. To apply it to a specific company, select the company from the list.
   Flowset	Select the Flowset for the mapping so that the mapping is applicable to cases belonging to the selected Flowset. Important: Flowsets are displayed based on the line of business that you select.
   Status Trigger	Select a case status based on which an approval should be triggered.

7. In the Status mapping section, select the status to which a case transitions based on an approver's action.

   Important

   If a case business analyst modifies the labels of default statuses of case, then the modified labels are displayed in the fields of the Status Mapping section. For more information, see Modifying the lifecycle of cases, tasks, and knowledge articles.

   The following table lists the different status values:

   Status	Description
   Approved	Outcome of an approval is Approved when an approver approves a case.
   Rejected	Outcome of an approval is Rejected when an approver rejects a case.
   No Approval Found	Outcome of an approval is No Approval Found when an approval is triggered, but the case does not match any expressions that are defined in self approvals or approval flows.
   Error	Outcome of an approval is Error when an approval is triggered, but the approval is not executed successfully. For example, for a case, the Facilities support group is the approver and the support group does not have any member. When the approval is triggered for the case, the case is pending for approval with the support group. In such an event, the approval outcome is Error, because there are no approvers to approve the case.

   Best Practice

   We recommend that in the Error and No Approval Found fields, you specify the status that you set as the status trigger.

8. To trigger the approval process, complete one of the following steps:
   
   • For cases that are created without using case templates, select Cases created without using any template tasks will go through approval .
   • For cases that are created by using case templates, complete the following steps:
     1. From the Case Templates pane, select the case templates to which you want to apply the approval, and click .
        Approvals trigger for cases only when the case templates are mapped to approvals. Learn more about approvals and case templates in Case approvals.
     2. Click Add New Flow for each case template, and specify the qualifications.
        The approval process checks the qualifications in the order that you define in the approval flow. Create flows in the order of most specific to most generic qualifications. For example, in the following image, the approval flow that is listed first takes precedence over all other flows:
        
        
9. Click Save.

The following video (4:28) explains how to create an approval mapping and how an approval is run:

 https://youtu.be/6gDJKHuEhJ0

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