Optimizing Oracle Service Cloud: Configuring Seamless Queues for Two-Tier Approval Hierarchy

We successfully developed a two-tier approval hierarchy application within Oracle Service Cloud, utilizing standard objects for seamless service request generation. The process involves a meticulous approval workflow with distinct roles assigned to Reviewers and Approvers.

To streamline this, we organized approval users into two groups: Reviewer group and Approver group. Implementing a robust queue system, each group manages the approval process efficiently. Given that each group may comprise multiple users, our queuing logic ensures that service requests are directed to the appropriate Reviewers and Approvers.

While the Reviewer queue functions seamlessly, we encountered a challenge when attempting to load the queue for Approver users during the transition from Reviewer to Approver. We seek guidance on configuring the queue to facilitate a smooth two-tier approval hierarchy. Your assistance in resolving this matter is highly appreciated.