Creating approval mappings
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 by using Flowsets. This ensures that the approval mapping is applicable to all the cases that belong to the Flowset.
For more conceptual information about approvals, see 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
- Log in to BMC Helix Business Workflows.
- Click Settings .
- Navigate to Case Management > Case Approvals.
Select Approval Mapping.
In the Add Approval Mapping pane, complete the fields. The following table describes the fields in detail:
Field Description Company
Select the company for which you want to create the mapping. Select one of the following options:
Global—Mapping is applicable to all companies in a tenant.
A company name—Mapping is applicable only for cases created for the selected company.
Flowset Select the required Flowset for the mapping so that the mapping is applicable to cases belonging to the selected Flowset.
Note: Flowsets are displayed based on the company that you select.
Status Trigger Select a case status based on which an approval should be triggered.
In the Status mapping section, in the following fields, select the required status to which a case transitions, based on an approver's action:
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.
- 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.
Canceled—Outcome of an approval is Canceled when an approver cancels a case.
- 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.
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.
Best PracticeBMC recommends that in the Error and No Approval Found fields, you specify the status that you set as the status trigger.
The following video (4:28) explains how to create an approval mapping and how an approval is run: