Adding an approval workflow to a topic

As a configuration administrator, you can enable an approval workflow for a case topic. When approval is required, cases created using the topic must be approved before they can be processed or closed.

Approval is configured per topic and determines who the case is routed to for approval when an employee submits a case.

When an employee submits a case using self-service, the system checks whether approval is required for the selected topic. If approval is required, the case status is set to Pending Approval, the approval workflow is initiated, and the case is routed to the appropriate approver or approvers. The approver can approve or reject the case. After approval, the case is routed to the assigned case agent or service group for handling. Cases with a Pending Approval status cannot be closed until these cases are approved or rejected.

This list shows the possible roles of an approver:

CaseEmployee
CaseManager
CaseAgent
CaseFieldRep

Select Administration > Setup.
In the Primary pane, click Topics.
Right-click the topic to configure and select Open.
In the Approvals section, specify this information:

Approval Type

Specify the role that is required to approve the case when the topic is used.
If you select Manager, the case is routed to the employee’s direct supervisor from the employee’s primary work assignment.

If you select Approver Template, the case is routed to one or more approvers defined in a Case Approver Template. Approver templates typically include HR or IT approver roles and must be created before they can be assigned to a topic. Approval routing is determined by the topic configuration and is independent of the case agent or service group.

Approver Template

This option is available if Approver Template is selected in the Approval Type field. Select the template. Requests are sent to individuals that are specified in the template, any of whom can approve the case.

Require Approval

Select Single Approver to require approval by any individual that is specified in the approver template. Select All Approvers to require approval by all approvers that are specified in the approver template.

Approval Notification

Select this check box to send an approval request notification to the approver.

Timeout Option

Select 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.
Click Save.