Creating Approval Process flow in SAP Service Cloud V2

[swethak0812]

SAP Service Cloud Version 2 offers the capability to send approval notifications as per the business requirements for cases. It is also possible to send the approval notifications via email. In this blog let us explore how to create an approval process flow.

Let’s consider an example, all the escalated cases should go for approval to the manager of the case processor.

1. Click on your User Profile located at the top right of the screen and then click on Settings.

2. Under All Settings search for Business flow -> Approval.

3. Click on the ‘+’ option to create a new approval process.

4. In the next screen, enter the Process Name, Task Subject and Task Description. Select the Business entity as ‘Case’ and then click on Continue. If you want to send an email notification to the approver select the ‘Email Notification’ toggle and upload the approver request and response templates.

5. After that, enter the description of Step 1. Select the necessary conditions. In our case the condition would be escalation status is equal to the value ‘Escalated’. You can add more steps and conditions as required.

In order to add more conditions, click the ‘+’ icon to add an AND operator or click the ‘OR Condition’ button to add OR operator

6. Once the conditions are selected the next step would be to select the appropriate approvers. To select the approver, we have two options ‘Responsibles’ and ‘Direct Approvers’.

In our case we will select Responsibles -> Manager of Processor for Case.

In order to select the name of the approver directly, we can use the Direct Approvers option.

Select the ‘All Approvals Required’ toggle if there are multiple approvers and approval is required from all.

Select the ‘Automatic Approval’ toggle to consider automatic approval if there are no approvers in a particular step.

At last, click on ‘Save’.

7. Once saved, you can see the Approval rule has been created and activated.

8. After creating the approval rule, go to All settings -> Case -> Case types and select the case type in which you want to add this approval rule. Under the case flow tab, select the phase and then click on ‘Add Step’ and select approval.

9. Give the step name and in the field ‘Approval Rule’ select the rule that you have created and click on create. The approval rule will be added to your case type once you activate the case type.

10. Once the case is created and reaches the approval step, if the conditions are met the system will trigger an approval notification as below.

The approver can Approve or Reject directly from the notification. In this way we can create an approval process flow in SAP Service Cloud V2 for cases.

I hope you found this blog helpful.

Regards,

Swetha.