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
Click the Messages tab to see if you have a case to approve.
Click the Approvals link on the left.
Double-click the approval message for the case.
- Click the Approvals tab.
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.