Configuring case and task approvals
The following image shows the process to configure an approval for cases or tasks:
You can also change the default fields from the case record that you want to be displayed on the Approval Console in BMC Helix Innovation Studio. When a case is listed on the Approval Console, an approver can refer to these fields for additional information about the case that needs approval. For example, you can set the Contact field to be displayed on the Approval Console. Learn more in Modifying-the-approval-request-fields-displayed-in-the-Approval-Console.
The following video (11:47) explains how you can leverage approvals for cases in BMC Helix Business Workflows:
Triggering the approval process for cases based on qualifications
Case business analysts can define the order of approval flows for case templates and specify the qualifications for the approval flows. Based on the order that the approval flows are defined, and the qualifications for the approval flows, the approval process is triggered for cases. The first matching qualification determines whether a particular approval flow will be triggered for a case approval process.
An approval flow is triggered for cases only when all qualifications that are added to the approval flow are met.
Benefits
Case business analysts can now define qualifications for approval flows to trigger the approval process for cases.
Scenario
A case business analyst wants to create approval flows that will trigger the approval process for cases based on categories as the qualification. The case business analyst creates three approval flows and defines the qualifications for them. The following table lists the approval flows, qualification, and assignees:
Approval flow | Qualification | Assigned to |
Approval flow 1 | Category Tier 1 = Applications | Peter K. |
Approval flow 2 | Template name = Case template 2 | Elizabeth B. |
Approval flow 3 | Category Tier 1 = Applications | Doris Wright |
When a case agent creates a case with Applications as Category Tier 1, the application checks for the first flow in the list that matches the qualification. In this scenario, Approval flow 1 is first in the order that fits the qualificaion, and is triggered. The case is sent to Peter K. for approval.
When a case agent creates a case without a category, the application finds that it is mapped to Approval flow 2 and the case is assigned to Elizabeth B. for approval.
For the third approval flow to be used, the case business analyst must add more qualification to it. The third approval flow will be triggered only when the additional qualification is also met for a case.
Roles involved in this use case
- Case business analyst
- Case agent