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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.

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.

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 .
  3. On the new browser tab, select Case Management > Approval Mappings.
  4. On the Approval Mapping page, from the Line of Business list, select the line of business for which you want to create an approval mapping.

    If you have access to a single line of business, the line of business is selected by default.

  5. Click Approval Mapping.

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

    FieldDescription
    Approval Mapping NameSpecify a name for the mapping.
    Line of BusinessThe 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.

    Status TriggerSelect a case status based on which an approval should be triggered.
    FlowsetSelect 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.
  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:

    StatusDescription
    ApprovedOutcome of an approval is Approved when an approver approves a case.
    RejectedOutcome of an approval is Rejected when an approver rejects a case.
    No Approval FoundOutcome 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.
    ErrorOutcome 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. Click Save.
  9. 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, 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.
  10. Click Save.

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

 https://youtu.be/6gDJKHuEhJ0

Related topics

Automating the approval process for employee vacations

Approving or rejecting cases

Example of case approval configuration

Viewing and responding to approval requests

Enabling browser logging in a Digital Service application

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