An issue resolution must be approved. The purpose of this stage is to verify that the resolution entered for the issue is correct. During this stage, an issue resolution is submitted for approval and either approved or rejected. A workflow is triggered that requires the case supervisor to either approve or reject the issue resolution. For more information, see Issue Resolution Workflow.
The case worker submits an issue resolution for approval. The issue resolution is then approved or rejected by the case supervisor. If the case worker has resolution approval rights as part of his or her security profile, or if the case supervisor submits the issue resolution, the resolution is automatically approved.
Issue resolutions submitted for approval have a status of submitted; approved issue resolutions have a status of approved.
If the issue resolution is rejected, it must be resubmitted in order to progress.
Once the issue resolution is approved, the issue is automatically closed by the system.