Requesting approval from a user

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. In the navigation panel, click Case types, and then click the name of a case type.
2. On the Workflow tab, click Life cycle.
3. Hover over a process in a stage, and then click + Step > Approve/Reject.
   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.
4. In the text field that is displayed, enter a unique name that describes the step.
5. Route the approval step to a user.
6. Click Flow.
7. In the If Approved then list, choose a method for handling approved cases.

   • Continue - Moves the case to the next step in the process, and sets the case status to the value that you provide in the Set status field.

   • Change stage - Moves the case to the stage that you select from the To list, and then sets the case status to the value that you provide in the Set status field.

8. In the If Rejected then list, choose a method for handling rejected cases.

   • Continue - Moves the case to the next step in the process, and sets the case status to the value that you provide in the Set status field.

   • Change stage - Moves the case to the stage that you select from the To list, and then sets the case status to the value that you provide in the Set status field.

   • Resolve - Resolves the case, and then sets the case status to the value that you provide in the Set status field.
9. Click Save.