This section is designed for configuring case review policy, which can be used to configure the number of review levels and select review groups or users for each level to achieve the case review process. The case will be assigned first to selected groups or users in level 1, and if necessary, after level 1 review, the case will be escalated to a group in level 2 according to the review level configured in the policy. If no policy is configured, the generated cases will execute according to the default review process， which each approver can assign these cases, and the review process has only one level. The active policies can used in workflow "create case and assign case" node.
2.1 Cases policy list
Figure 44 - Case policy list
Step 1: Click the "Case review policy" button on the left column and go to the "Case policy" page. The screen appears in Figure 44 - Case policy list. The list displays all configured policies, including policy name, status, policy type, create time, creator, and update time.
Step 2: Click the icon next to the "INACTIVE" status to indicate the reason for the policy invalidation, including workflow deletion, group, or user deletion.
2.2 Create case review policies
Figure 45 - Pop-up window for creating a new policy
Step 1: Click the "New policy" button and go to the configuration page
Step 2: Enter the policy name and click the "Create" Button (Figure 45 - Pop-up window for creating a new policy).
Figure 46 - Policy Detail
Step 3: Select a workflow, and the cases generated by this workflow will be executed according to the configuration policy. A policy can only associate with one workflow, and you cannot select a workflow applied to other policies.
Step 4: Select the review groups or users for different review levels. The default number of levels is two. Figure 39 - policy Configuration provides the detail of the configuration.
Step 5: Click "Add Review Level" to increase review levels. The maximum is five.
Step 5: After entering all the information, click the "Create" button, and the policy will be active.
Comments
0 comments