Review and approve a post case review

---
title: Review and approve a post case review
description: Review and approve a post case review document for a resolved case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/approve-case-review-document.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Service case digests, Configure case digests, Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Review and approve a post case review

Review and approve a post case review document for a resolved case.

## Before you begin

Role required: sn\_customerservice\_manager or admin

## About this task

When a customer service agent creates a post case review document that requires an approval, the system sends an email notification to the list of approvers. This email contains the following information:

-   A short description of the case and the agent assigned to the case.
-   Links to the post case review and case records.
-   A link to download the post case review document.
-   Links to approve the document or suggest changes.

When a post case review record is in the **Awaiting Approval** state, approvers can access the **Approve** and **Suggest Changes** UI actions.

## Procedure

1.  Click the link in the email to download the post case review document.

2.  Review the document.

3.  To suggest changes to the document:

    1.  Click the link in the email to suggest changes.

        Alternately, click the link to open the post case review record and then click **Suggest Changes**.

    2.  Add the information in the **Work notes** field on the Post Case Review record.

4.  To approve the document:

    -   Click the link in the email to approve the document.
    -   Click the link to open the post case review record and then click **Approve**.
    The state of the post case review record changes to **Approved**.