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Approving cases

Some cases need to be approved before they can be completed.

A case approval is triggered only if the approval process is configured in system settings: Actions > System Settings > Approval Matrix. Cases matching an approval condition can be processed only when they are approved by users defined as approvers.

Cases can be approved in one of the following ways:

  • HR agents approve cases in the BMC HR Case Management console, on the Approvals tab of a Case form.
  • End users approve cases in BMC MyIT Universal Client. The employee defined as an approver receives a notification, available on BMC MyIT Universal Client home page, Updates tab.
  • End users approve cases by using the BMC Remedy AR System Server,  Quick Links > Approval Central.

To approve a case

  1. Click the Messages tab to see if you have a case to approve.

  2. Click the Approvals link on the left.

  3. Double-click the approval message for the case.

  4. Click the Approvals tab.
  5. Select your approval decision: click Approve, Reject, or On Hold.

    The status of the case changes to a status defined in the Approval Process Configuration based on your approval decision.

    Note for version 4.7.01

    The status of the case changes only after you close and open a case record again.

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Comments

  1. Fred Rickaby

    Questions about notifying approvers.

    1. Are there any OOTB email notifications that are sent to approvers?
    2. In MyIT, can the 'Notifications' bell in the page banner be updated to alert a user that they have outstanding approvals (e.g. the same approvals they would see by navigating 'My Activity' --> 'Approvals')?

     

     

    Nov 02, 2016 09:39
  2. Olga Kutetska

    Hello, Fred!

    Here are the answers:

    1. The approval notifications are available and configured in Notification Configuration in 4.7.01. In 4.7 we do not have such notifications: Configuring notification templates
    2. The behavior explained in the second question is correct. It works as you described in 3.2 and unreleased 3.3. For more details on MyIT notifications, see https://docs.bmc.com/docs/display/public/myit32/Status+updates+and+notifications

    Nov 02, 2016 11:15
    1. Fred Rickaby

      Hello Olga

      Thank you for your answers.  I'm looking forward to 4.7.01!

      Will the link to your answer to question 2 be updated to include approvals for HR Case Management?

      Nov 02, 2016 03:34
      1. Olga Kutetska

        Fred,
        Approval requests from HR Case Management are not shown in the 'in-app' and 'push' notifications. This has not been implemented for integration with HRCM. I think this can be a feature request for future releases. I let the Product owner know about this request.

        Best regards,

        Olga

        Nov 03, 2016 10:44
        1. Fred Rickaby

          Hi Olga

          I didn't see this working yesterday, but today I can see approval notifications in MyIT.  Please see this screen shot: https://drive.google.com/file/d/0B7i3Lyam-W0iaEIyd2FWODVzZ2M/view?usp=sharing

          It may be time to update the documentation after all (smile)

          Thank you, Fred

           

          Nov 03, 2016 11:09