Adding an approval workflow to a topic

Configuration administrators can enable approval workflows in topics. For any topic, a service center role can be specified to approve a case that uses the topic. For example, a topic can be configured so that when an agent specifies the topic in a new case the agent’s manager must approve the case.

Instead of specifying a role that approves the topic, configuration administrators can specify an approval template. In this case, any individual that is specified in the template can approve the case. For example, if the approver template uses the HR Approver role and that role includes two approvers, then both approvers are eligible to approve cases that use the topic. This requires that an approval template is created in the application before the template can be assigned to the topic.

Cases that have been created but that have not yet been approved have the status of Pending Approval. These cases cannot be closed by service center users until they are approved or rejected.

Approvers can be any of these roles:

  • CaseEmployee
  • CaseManager
  • CaseAgent
  • CaseFieldRep

The process that is described below describes only the Approvals portion of topic creation. The complete topic creation process requires more information.

See Adding and configuring topics.

  1. Select Topics > Topics.
  2. Double-click a topic to edit it.
  3. In the Approvals area, specify this information:
    Approval Type
    Specify the role that is required to approve the case when the topic is used. For example, specify manager. If Approver Template is selected, then the Approver Template field must be specified.
    Approver Template
    This option is available if Approver Template is specified in the Approval Type field. Specify the template. Requests are sent to individuals that are specified in the template, any of whom can approve the case.
    Require Approval
    Specify Single Approver to require approval by any individual that is specified in the approver template. Specify All Approvers to require approval by all approvers that are specified in the approver template.
    Approval Notification
    Select this option to send an approval request notification to the approver.
    Timeout Option
    Specify the action that is taken if the approver does not respond to the request in the specified number of days. For example, if the action is Approve and the manager does not respond to the request in the specified number of days, then the case is automatically approved.
    In Days
    Specify the number of days from the date that the request is made that must pass before the action that is specified in Timeout Option is taken.
  4. Click Save. Now you can assign categories and subcategories to the topic.