Siebel Public Sector Guide > Setting Up Cases > Setting Up Approval Templates >

Creating Case Approval Templates

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

Perform the following procedure to create a case approval template.

NOTE:  You must activate the PS Object Approval Main Process workflow to allow case approval routing. See Activating Public Sector Workflows for more information.

To create case approval templates

  1. Navigate to the Administration - Case screen > Case Approval Template view.
  2. Create a new record and complete the fields as appropriate.

    The following table describes some of the fields.


    Template Object

    This is automatically set to Case. When creating a lead approval template, this field is set to Lead.


    The status of the template can be set to Active or Inactive. This means that you can predefine several templates but only activate those that are currently needed. To allow users to select the template from the Cases screen, make sure you select Active.


    Options vary depending on the types of cases being handled by the agency. You can edit the category LOV values to suit your organization's category types in the Administration - Data screen > List of Values view. Add your values to the PUB_CASE_CATEGORY_TYPE list.


    The territory in which this approval template should be used.


    A value that indicates the urgency of the required approvals. Options include Deadline, Immediate, Priority, and Routine.

    Start Date

    The time and date from which the template is applied. By default, this field is set to the current time to make the template available immediately to users.

    End Date

    The time and date on which the template expires.

    NOTE:  To allow users to select the appropriate templates from the Cases screen, you must enter values for the following fields: Category, Territory, Priority, Start Date, and Status. If the template is required immediately by the users, make sure that Status is set to Active and that the Start Date is set to the default creation time. The selection of templates made available to the users is dependent on their case record having the same values for Category, Territory, and Priority. For example, a user who is creating a case record with values of Kidnapping (Category), New York (Territory), and Urgent (Priority), can only select an approval template with matching values. If your agency uses the Threat Level and Threat Category fields, these values also determine the templates that are available to the user.

  3. Drill down on the Name field and click the Approvers view tab.
  4. Create a new record and complete the fields as appropriate.

    See Reviewing Approvers for a Case for more information about the fields used in this view.

  5. Repeat Step 4 until you have added all the required approvers.

    When users select an approval template for a case and then submit it, the case is routed automatically to the Inbox of the first approver in the chain. See Submitting Cases for Approval and Approving Cases and Leads Using the Inbox for more information.

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