The Workflow Approval feature is not enabled by default in the control panel. To enable workflow approvals, you must have the Service Provider Administrator security role enabled for your account.
From the Services Manager menu bar, select Configuration > System Manager > Workflow Setup.
On the Workflow Setup page, click Enable. The Workflow Setup page displays configuration options for Workflow Approval.
Under Components, select the workflow approval chain types to enable in the control panel. By default, Manager Approval and Group Approval are selected.
Under Email, configure the following items:
Reply Email Address: Enter the email address you want to use for approval notifications.
Reply Email From: Enter the display text that appears in the notification email's From field.
Web Url: Enter the external URL for the Services Manager control panel.
Under Maintenance, in Retention Days, enter the number of days to keep resolved approval requests in the system database. By default, requests are kept for 30 days.
To enable self-service security roles for Workflow Approval, select Allows users to manage their own account and services. After these roles are enabled, customers can assign them to specific users as appropriate.
If needed, select Reset to default role settings to reapply the security role changes that were effected when the feature was originally enabled.