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Work approval

Case approvals are points in the case life cycle 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, as shown in the following figure:

Equipment request approval example

The Approve/Reject step

You configure approvals in Pega Platform™ by using the Approve/Reject step. To configure an Approve/Reject step, you define who is assigned to 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. The following figure displays an Equipment upgrade case life cycle with an Approve/Reject step:

Equipment request approval example


You can assign approvals to the worklist of a specific user, a work queue, or use business logic to assign work based on custom conditions. In the equipment upgrade request example, an employee submits an equipment upgrade request. If the employee's manager must 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. The following figure displays the Route to options for an Approve/Reject step:

General tab of the Approve/Reject step

If the equipment upgrade requires special approval based on the type of equipment upgrade, then you can assign approvals based on business logic. For example, if a desk modification is required to accommodate the equipment upgrade request, the approval goes to the facilities management work queue. Otherwise, the approval goes to the manager's work queue. The following figure displays the business logic configuration dialog:


Routing notifications

Both the email and mobile approval options allow stakeholders to approve or reject the case outside of the application.

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 following figure displays an approval email notification:

Approval by email

If the mobile approval is enabled, the application pushes an approval notification to a mobile device. The following figure displays an approval mobile notification:


In the center of the following image, slide the vertical line to view the email and mobile approval configurations:


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. The following figure displays the Flow options for an Approve/Reject step:

Flow tab of the Approve/Reject step

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