Siebel Public Sector Guide > Managing All Cases > Process of Managing Case Approvals >

Approving Cases in the Inbox

NOTE:  This topic also applies to approving incidents and leads in the inbox.

When users submit a case for approval, it is routed to the inbox of the first approver in the chain of approval. The selected approval template determines the sequencing and the number of approvals.

The following Siebel Public Sector application behavior applies to approving or rejecting a case:

• If you submit a case, then the case becomes read-only. But you can click the Recall button and edit the case. The case status changes to Active.
• If an approver rejects a case, then the case status changes to Rejected. You can edit the status, and the Submit button is enabled.
• If all approvers approve a case, then the case status changes to Active. You can edit the status, and both the Submit and Recall buttons are disabled.

If any approver rejects the case, then the case status changes to Rejected. You can work on this case to provide more information before resubmitting it for approval. In this event, the case is routed to all the approvers again, starting with the first approver.

This task is a step in Process of Managing Case Approvals.

To approve or reject a submitted case

1. Navigate to the Inbox screen, then the Inbox Items List view.
2. Drill down on the Name field of the inbox record to approve or reject.
3. Check the record details.
4. Navigate back to the Inbox screen, and change the status as required:
   • Change the Action field to Received if you start to review the record but do not yet approve or reject the record.
   • Change the Action field to Approved if an agent does not have to change any record details. The record is routed to the next approver's inbox.
   • Change the Action field to Rejected if an agent needs to change record details. The fields in the record are again editable so that an agent can resume work on the record.
   • Change the Action field to Cancelled if the record needs no further action, for example, if agents are no longer investigating the case. The record status is Closed.