Post case review approvals

Enable an optional approval process for post case review documents.

In the case digest configuration, the system administrator can:

• Enable the approval process by selecting an approval workflow.
• Use a condition builder to define the conditions that determine the post case review documents that require approval.

One approval workflow, Post Case Review - Default Approval, is provided with the Case Digests plugin. This workflow reads the approvers from the Approval group and Approval Users fields on the Post Case Review form and sends an approval request notification to each user.

Approvers receive an email notification with a link to the post case review document. Approvers can either approve the document or suggest changes by adding them to the Work notes field on the Post Case Review form. The agent receives a notification when an approver approves the case review document or suggests changes.

• If the approver suggests changes, the agent can see the changes in the Work notes field.
• If the approver approves the document, the status of the post case review record changes to Approved.