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Determine a relevant case approver by using business logic (8.5)

Updated on May 3, 2021

To resolve work faster, ensure that the most appropriate worker makes the decisions in a case, by applying business logic when routing approval steps. Previously business logic was available only for routing assignments, and now you can use this option for routing approval steps as well. Instead of manually selecting a person or work queue to receive an approval request, you can now define conditions that determine, at run time, who approves a case. Apart from operators and work queues, you can also consider the skill set, availability, and workload of the approver. For example, in a case reviewing a job candidate for a translator into French, the application can route the approval step to a manager whose skill in French is set to fluent, as in the following figure:

Specifying conditions for routing the approval
Specifying conditions for routing the approval

By using business logic, you create a flexible application that dynamically adjusts work to current circumstances, so that you can still resolve a case even if the approver is difficult to determine. To ensure that unique and complex cases reach a resolution, you can create an entire set of conditions. In addition, you can specify a routing method that your application applies when no condition evaluates to true. The following figure shows a scenario in which a job candidate applies for a different position than French translator, and the urgency of the case is lower than 85. Consequently, the application routes the approval step to a specific manager:

A set of conditions for routing the approval
A set of conditions for routing the approval

For more information, see Requesting approval from users, Assigning users automatically at run time.


  • Previous topic Obtain approvals from email and push notifications from App Studio (8.5)
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