Work approval

Case approvals are decision points at which one or more users decide whether to approve or reject a case. For example, an employee submits a request for an equipment upgrade. Equipment upgrade requests are sent to a manager, who either approves or rejects the request. 

You configure approvals in Pega Platform™ by using the Approve/Reject step. To configure an Approve/Reject step, you define who is assigned the approval and how the case proceeds if the case is approved or rejected. To achieve this, you configure the Approve/Reject step routing and flow.

Routing

You can assign approvals to the worklist of a specific user or a work queue. In the equipment upgrade request example, if the manager of the employee who submits the request can approve the request, the approval goes to the manager's worklist. If any member of a group of managers can approve the request, the approval goes to the group’s work queue.

If the email approval option is enabled, when the case reaches the approval step, the application sends an email to the user or users specified by the step routing. The email approval option allows stakeholders to approve or reject the case outside the application.

Flow

You configure the consequences of approval and rejection by defining the flow. 

Approvals generally continue the case, but can be configured to change to a specific stage. You can optionally change the case status when the assignment is approved.

You can configure rejections to automatically resolve a case, continue the case, or change to a specific stage. By default the case status changes to Resolved-Rejected when the assignment is rejected.

For example, if the manager approves the equipment upgrade request, the case continues to the Fulfillment stage. If the manager rejects the request, the case is resolved with the status of Resolved-Rejected.