Creating approval mapping for cases and tasks

Before you begin

If you want to create an approval mapping for a line of business, ensure that you have defined a Flowset.

To create an approval mapping

1. Log in to BMC Helix Business Workflows.
2. Click Settings .
3. For case approval, select Case Management > Approval Mappings.
4. For task approval, select Task Management > Approval Mappings.

5. On the approval mapping page, from the Line of Business list, select the line of business for which you want to create an approval mapping.

   If you have access to a single line of business, the line of business is selected by default.

6. Click + Approval Mapping.

7. In the Create Approval Mapping pane, complete the following fields:

   Field	Description
   Approval Mapping Name	Specify a name for the mapping.
   Line of Business	The line of business that you selected to create an approval mapping is displayed.
   Company	To apply the approval mapping to all companies, select Global. To apply it to a specific company, select the company from the list.
   Status Trigger	Select the status to trigger the approval process. The available values are New, Assigned, In progress, Resolved, and Canceled.
   Flowset	Select the Flowset for the mapping so that the mapping is applicable to cases belonging to the selected Flowset. Important: Flowsets are displayed based on the line of business that you select.

8. In the Status mapping section, select the status to which a case transitions based on an approver's action.

   Important

   If a case business analyst modifies the labels of default statuses of case, then the modified labels are displayed in the fields of the Status Mapping section. Learn more about statuses in Modifying-the-lifecycle-of-cases-tasks-and-knowledge-articles.

   The following table lists the different status values:

   Status	Description
   Approved	Outcome of an approval is Approved when an approver approves a case or task. The default values are New, Assigned, In progress, Pending, and Canceled.
   Rejected	Outcome of an approval is Rejected when an approver rejects a case or task. The default values are Canceled and Approval Rejected.
   No Approval Found	Outcome of an approval is No Approval Found when an approval is triggered, but the case or task does not match any expressions that are defined in self-approvals or approval flows. The default values New, Assigned, In Progress, or Canceled.
   Error	Outcome of an approval is Error when an approval is triggered, but the approval is not executed successfully. For example, for a case, the Facilities support group is the approver and the support group does not have any member. When the approval is triggered for the case, the case is pending for approval with the support group. In such an event, the approval outcome is Error, because there are no approvers to approve the case. The default values are New and Canceled.

   Best Practice
   We recommend that in the Error and No Approval Found fields, you specify the status that you set as the status trigger.
   

9. Click Save.

10. To trigger the approval process, complete one of the following steps:

    Cases	Tasks
    For cases that are created without using case templates, select Cases created without using any template will go through approval . OR To apply approvals to cases that are created by using case templates, from the Case Templates pane, select the case templates to which you want to apply the approval, and click .	For tasks that are created without using task templates, select Tasks created without using any template will go through approval . OR To apply approvals to tasks that are created by using task templates, from the Task Templates pane, select the task templates to which you want to apply the approval, and click .

11. Click Save.

The following video (4:28) explains how to create an approval mapping and how an approval is run:

 https://youtu.be/6gDJKHuEhJ0