Enforce business policies in your workflows by adding an approval step to a process. In approval steps, users can approve or reject a case after reviewing the case details.
For example, a manager can approve or reject a job candidate in a hiring process.- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- On the Workflow tab, click Life cycle.
- In the Case life cycle section, in a stage where you want to add an approval step, click Step Approve/Reject . Result: Your case type includes an Approval Rejection alternate stage.
- In the text field that appears, enter a unique name that describes the step.
-
On the General tab of the Step properties
panel, route the approval step:
- To route the approval step to a user in your application, in the Route
to list, select Specific user, and then enter the
user details.
You can assign the task to a user by user name, a user by user reference, the reporting manager of the user who last updated the case, or a case participant.
Note: You can route the approval step only to the participants that are of the application user type and represent a single user. - To route the approval step to a team that shares a work queue, in the Route to list, select Work queue, and then select or enter a team.
- To route the approval step to a user in your application, in the Route
to list, select Specific user, and then enter the
user details.
-
In the Step properties panel, click the
Flow tab, and then define what happens when a user approves the
case:
Choices Actions Approve and move case to the next step - In the If approved then list, select Continue.
- Optional: To change the case status, in the Set status field, select or enter the status that you want to assign to the case when a user gives approval.
Approve and change stage - In the If approved then list, select Change stage.
- In the To list, select the stage that you want to assign to the case when a user gives approval.
- Optional: To change the case status, in the Set status field, select or enter the status that you want to assign to the case when a user gives approval.
-
Define what happens when a user rejects the case:
Choices Steps Reject and move a case to the next step - In the If rejected then list, select Continue.
- In the Set status field, select or enter the status that you want to assign to the case when a user rejects the case.
Reject and change stage - In the If rejected then list, select Change stage.
- In the To list, select the stage that you want to assign to the case when a user rejects the case.
- In the Set status field, select or enter the status that you want to assign to the case when a user rejects the case.
Reject and resolve - In the If rejected then list, select Resolve.
- In the Set status field, select or enter the status that you want to assign to the case when a user rejects the case.
- Click Save.
- Learning about approval by email
Email approvals are a convenient way of requesting approval from stakeholders that use email messages to request and grant the approval. By configuring a case type to support email approval, your application's users can approve or reject case steps remotely, without having to log in to your application.
- Configuring cascading approvals
Receive approval from people on different levels of your organizational chart by configuring a system of cascading approval. For example, you can create a case that requires authorization first from the reporting manager of the worker processing the case, and then from the senior manager.
- Configuring approvals with an authority matrix
Create a system for obtaining approval from people in different parts or departments of your organization, by creating an authority matrix. For example, you can create a case that processes business trip expenses, and then configure an authority matrix to request approvals from a reporting manager and a financial worker.