Siebel Public Sector Guide > Setting Up Cases >

Setting Up Approval Templates

This task is a step in Process of Setting Up Cases.

The Case and Lead Inboxes serve as a consolidated workspace for all cases and leads that have been routed to the appropriate personnel for approval. Automatic approval routing increases the efficiency of the case approval process and reduces case backlog.

Public Sector approval routing allows for a tiered hierarchy of approval, routing cases or leads to a supervisor, group manager, division manager, and so on along the approval chain. The approver list can also include cross-departmental approvers. For example, approval may be required from a finance manager as well as a case supervisor before payments are made relating to any case.

NOTE:  Users cannot approve their own cases or leads.

Also observe the following behavior for a case or lead admin user:

  • If an approval template has no approver, then a submitted case will never get approved as it will not show up in anyone's inbox. Consequently, you should ensure that all templates have at least one approver.
  • The approvers added to a template by admin users are carried over to the case or lead approvers at the time when the template is picked. Any changes to the template approvers have no effect on cases or leads for which you have already selected templates.
  • If a case worker selects a different template, the case approvers will be refreshed.

You must configure approval templates to automate the routing of approvals. The procedures for creating case and lead approval templates are described in the following topics:

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