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.

Related topics

Working-on-cases

Configuring-case-approvals

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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