Routing an approval step to a user

You can control which routing strategy assigns an approval step to a user. By ensuring that requests are sent to users with relevant roles or skills, you can resolve cases more quickly.

1. In the Explorer panel, click Case types, and then click the case type that you want to open.
2. On the Workflow tab, click Life cycle.
3. Click an approval step in a stage.
4. Configure a routing strategy to determine who processes the approval step.
   • One user:

     1. In the Approval flow type list, select Single level.

     2. Click Specific user.

     3. Choose an option from the first list that is displayed.

        • User name - Routes the approval step to the user whose name you provide in the field that is displayed.

        • User Reference Field - Routes the approval step to the value of the user reference field that you select from the list that is displayed.

   • One user from a specific team:

     1. In the Approval flow type list, select Single level.

     2. Click Work queue.

     3. Select the name of a user role from the list that is displayed.

   • A group of users:

     1. In the Approval flow type list, select Cascading.

     2. In the Approval based on list, select Authority matrix.

     3. In the Decision table for matrix field, enter the name of a decision table that uses the Evaluate all rows option to return a list of reviewers.

     4. In the Page list property field, enter the name of a page list that stores the results of the decision table.

        Note: If you do not provide a value in the Decision table for matrix field, ensure that this page list is populated by other means, such as an activity or data transform, in an earlier step in the case life cycle.

     5. In the Approver property field, enter a single-value property that you can reference to uniquely identifiy reviewers in the page list.

   • The reporting manager of the user who requested the approval:

     Tip:

     To find the reporting manager of a user, look in the Reports to field on the Operator ID form.

     1. In the Approval flow type list, select Single level.

     2. Click Specific user.

     3. Select Reporting Manager.

   • One or more managers in the reporting structure for the user who requested the approval.

     1. In the Approval flow type list, select Cascading.

     2. In the Approval based on list, select Reporting structure.

     3. In the Approval to be complete by list, select a manager who is the first person in the reporting structure to review the case.

     4. Expand the Approval Level section, and then click an option to indicate how many approvals are required for each case.

        Options include:

        • One — Only the manager specified in the Approval to be completed by field must approve the case.

        • All — The entire reporting structure, starting with the manager specified in the Approval to be completed by field, must approve the case.

        • Custom — A variable number of reviewers must approve the case, based on the conditions that you define.

     5. If the approval level is Custom, click Update custom levels, and then enter values in the When and Levels of approval fields.

        For example, you can require approval by two managers in the reporting structure when a purchase order exceeds $25,000.

5. Click Save.