Configuring case approvals

Approval process overview

To apply approval process for your cases, you must configure this process by using the System Settings console.

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When the case approval process is triggered, the user defined as approver receives approval notifications in the Messages console.

To configure the approval rules

1. Open the System Settings console.
2. Select Application Settings > Approval Matrix.
3. Click New.

1. 1. In the Add Approval Process Matrix dialog box, from the Approval Process list, select Column Case.
   2. From the Data Group list, select the group for this approval process.

   3. From the Categorization Tier 1 list, select a category for this process.

      Tip

      To apply a multi-level approval process for cases belonging to a particular data group and categorization tier, create several approval rules, and select a level of approval—"2", "3", etc.

      For example, you want to approve a salary increase case. This requires approval from three managers. Thus, you need to create three different approval rules for the same data group, and categorization tier, but define tree different approvers.

   4. In the Level field, enter the level (or phase) of the approval process. If you do not intend to create additional  multi-level approval rules, select 0 from the list. If it is the first-level approval rule, select 1.
   5. From the Approver list, select an approver for this approval process.
2. Click Save & Close.

To configure the approval process

1. Open the System Settings console.
2. Select Application Settings > Approval Process Configuration.
3. Click New.

1. From the Approval Process list, select Column Case process.

2. From the Trigger Status list, select a status that triggers the approval process.

   Note

   Do not create approval processes for the trigger statuses that are already in use. Delete or modify the approval process for a trigger status that is in use if you want to change the status mapping.

3. In the fields under Status Mapping section, select the status that is applied for each  type of approval:  Approved, Rejected, and Cancelled.

   For example, from the Rejected Status list, select the Resolved status. This status is applied to a case if the approver rejects the case. 

   Note

   Error Status is not applicable.

4. Click Save & Close.