Example of case approval configuration
An administrator configures different types of approvals and a case business analyst creates approval mappings. For more information about the basic concepts of approvals, see Case-and-task-approvals.
In this example, the following scenarios are explained:
- Scenario 1—Two levels of approval
- Scenario 2—Approval by any member of a support group
- Scenario 3—Approval chaining
Scenario 1: Two levels of approval
In this scenario, Allen, an administrator for Calbro Services, wants to configure an approval for medical reimbursements. This approval requires the requester's manager and then, the manager's manager to approve cases. Whenever the approval is run for a case, the case is first sent to the requester's manager for approval. After the manager approves the case, it is sent to the manager's manager for approval. After the final approval, the case status is changed based on an approval mapping.
To configure this approval, Allen adds a level up approval flow Reimbursement approval in the out-of-the-box flow group BWFA Group. Allen specifies the number of levels as 2, and enters the flow expression as shown in the following figure:
After configuring the level up approval flow, Hannah, a case business analyst for Calbro Services, creates an approval mapping as shown in the following figure:
The level up approval flow is now ready for use.
Scenario 2: Approval by any member of a support group
In this scenario, Allen, an administrator for Calbro Services, wants to configure an approval for relocation requests. This approval requires any member of the HR support group to approve cases. Whenever the approval is run for a case, the case is sent to all the members of the HR support group for approval. After a member approves the case, the case status is changed based on an approval mapping.
To configure this approval, Allen creates a general approval flow Relocation approval in the out-of-the-box flow group BWFA Group. Allen specifies the All/One field as One Must Sign, and in Approvers, by clicking 
, Allen specifies the HR support group as approver. Then, Allen enters the flow expression as shown in the following figure:
After configuring the level up approval flow, Hannah, a case business analyst for Calbro Services, creates an approval mapping as shown in the following figure:
The general approval flow is now ready for use.
Scenario 3 - Approval chaining
Consider an example, where as an administrator you want to create an approval flow for medical reimbursement requests by employees. A case for this request needs to be approved by the direct manager, and then, by the HR manager of the employee.
You create the following flow groups:
- Reimbursement-Manager approval
- Reimbursement-HR approval
The following table provides details about the approval flows:
Flow Group | Flow | Approver | Expression | Outcome | Process | Flow group in which the process is used | Flow group with which the process is associated |
|---|---|---|---|---|---|---|---|
Reimbursement-Manager approval | Manager approval | Manager of the requester | Priority = Critical and Category Tier 2 = Benefits | Approved | HR approval | Reimbursement-Manager approval | Reimbursement-HR approval |
Reimbursement-HR approval | HR approval | HR manager of the requester | Support Group = HR | Approved | NA | Reimbursement-HR approval | Reimbursement-HR approval |
A case status triggers an approval and a case Need medical reimbursement matches with the expression in the Manager approval flow. The direct manager approves the case and the process HR approval is run. Then, the HR manager approves the case.
The case is set to the Pending status until all approvers approve the case.
The following figure illustrates how the chain of approvals is executed in the example:
