Configuring approvals
To ensure that approvals are executed when required, an administrator and a case business analyst can configure approvals for an organization. An administrator configures different types of approvals and a case business analyst creates approval mappings.
An approval might be required for a case at different stages in the case lifecycle before an agent resolves the case. For example, an employee raises a request to work in a different location for a specific time duration. The case for the request needs to be approved by the direct manager and HR manager of the employee. After they approve the case, the case agent proceeds with the case to perform the remaining activities and then closes the case.
For more information about approvals, see Approvals.
Before you begin
Before you start configuring approvals, ensure that you understand the different types of approvals that you can configure for cases.
Configuring an approval
The process to configure an approval varies based on the type of approval that you want to configure—self approval or approval flow.
The following figure provides a process overview of configuring an approval:
Note
If you want to configure approvals for records other than cases, for example, tasks or knowledge articles, you need to register the records with the Approval application.
For more information, see Displaying fields on the Approval Console for additional information about approval requests.
The following table lists the tasks that you must perform to configure an approval:
BMC Helix Innovation Studio | ||
|---|---|---|
| Action | Role | Reference |
Create approval processes for the following types of approval:
| Case business analyst | |
Change the default fields from the case record that you want to be displayed on the Approval Console. When a case is listed on the Approval Console, an approver can refer to these fields for additional information about the case that needs approval. For example, you can set the Contact field to be displayed on the Approval Console. | Administrator | |
| Create a self approval to define if a case can be automatically approved. | Administrator | |
Create an approval flow to define approvers for a case or create a chain of approvals. | Administrator | |
BMC Helix Business Workflows | ||
| Create an approval mapping to specify a status trigger for an approval and the status to which a case transitions, based on an approver's action. | Case business analyst | Creating approval mappings |
| (Optional) Create an approval notification for your company to notify users about events related to case approvals. | Case business analyst | Creating approval notifications |
The following video (11:47) explains how you can leverage approvals for cases in BMC Helix Business Workflows:
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