Adding an approval step to a process

You can add an approval step to a process to prompt a user to approve or reject a case after reviewing the case details. By using approval steps, you can enforce business policies in your workflows.

1. On the Life cycle tab of Case Designer, hover over a process and click + Add step.

2. In the palette that is displayed, click Approve/Reject.

   Caution: An alternate stage named Approval Rejection is added to your case type. Do not delete or rename this stage because users will not be able to reject cases.

3. In the text field that is displayed, enter a unique name that describes the step.

4. Click Flow.

5. Define the process for handling approved cases.

   To move the case to the next step in the process:

   1. Select Continue from the If Approved then list.

   2. Optional: Press the Down Arrow key in the Set status field and select a case status.

   To move the case to a different stage in the life cycle:

   1. Select Change stage from the If Approved then list.

   2. Select a stage name from the To list.

   3. Optional: Press the Down Arrow key in the Set status field and select a case status.

6. Define the process for handling rejected cases.

   To move the case to the next step in the process:

   1. Select Continue from the If Rejected then list.

   2. Optional: Press the Down Arrow key in the Set status field and select a case status.

   To move the case to a different stage in the life cycle:

   1. Select Change stage from the If Rejected then list.

   2. Select a stage name from the To list.

   3. Optional: Press the Down Arrow key in the Set status field and select a case status.

   To resolve the case:

   1. Select Resolve from the If Rejected then list.

   2. Press the Down Arrow key in the Set status field and select a case status.

7. Optional: Define a goal and deadline for the assignment to ensure that it is processed in a timely manner.

8. Click Save.

At run time, an assignment is routed to the worklist of the user who last updated the case. You can change this default behavior by using more routing options in the contextual property panel.

Tip: Click Configure view to define the fields that are displayed when the assignment is processed.

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