Defining the order of approval flows for case templates
Defining the order of approval flows for case templates
A case business analyst creates approval mappings for cases by applying case templates to the mappings, and adding approval flows.
The order of the approval flows determines which flow is triggered for a case approval.
In this use case, let's see how to define the order for approval flows for case templates.
Scenario
A case business analyst creates an approval mapping for cases. The following table lists the case templates that are applied to the approval mapping, and the corresponding flows that the case business analyst creates:
Template | Approval flow | Qualification | Assigned to |
Case template 1 | Approval flow 1 | Category Tier 1 = Applications | Peter K. |
Case template 2 | Approval flow 2 | No qualification | Elizabeth B. |
Case template 3 | Approval flow 3 | Category Tier 1 = Applications | Doris Wright |
When a case agent creates a case by using Case template 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 qualification, and is triggered. The case is sent to Peter K. for approval.
When a case agent creates a case by using Case template 2, the application finds that it is mapped to Approval flow 2 and the case is assigned to Elizabeth B. for approval.
When a case agent creates a case by using Case template 3, the case is assigned to Doris Wright for approval.
Roles involved in this use case
- Case business analyst
- Case agent
Benefits
Approval mappings are now tied to case templates helping to streamline the approval process. Case business analysts can now decide to not go through the approval process for some cases if