This documentation supports the 19.08 version of Remedy Action Request System.

To view an earlier version, select the version from the Product version menu.

Approval notification through email

For every new approval request, an email notification is sent to the approvers of the request. This email contains configurable details of the request, such as the Request ID, Description, and Submitter. This email also contains the following links:

  • Approve - To approve a request.
  • Reject - To reject a request. You must add a justification for rejecting the request in the reply email under the "Please provide justification, if required" line.
  • Hold - To keep the request on hold.
  • Go to Approval Central - To view the detailed information of the request, highlight the new request, and open Approval Central. You can access Approval Central only if the mid tier is accessible from the device on which the e-mail notification is opened. You must also provide appropriate credentials after the link is opened.

Approve, Reject, and Hold create an appropriate reply email that contains details about the request entry in the AP:Detail-Signature form. You can verify the information and send this reply email to BMC Remedy Approval Server to complete the action. The reply email message contains comments about what must be changed before sending the message.

Note

  • An email confirmation of the action taken is sent to the approver, regardless of whether the action is completed successfully. The administrator must configure additional notifications in BMC Remedy Approval Server.
  • You do not need to manually enter any password or security key.
  • To configure your handheld devices to send approvals through email, the email client on the handheld device must use the POP3 or MAPI protocol.

You must perform the following tasks to define an approval notification:

The following examples illustrate this process.

  • Joe, the sales department manager, received an email notification in Microsoft Outlook on his laptop. The request was from one of his sales representatives for a new Blackberry phone. The message contained the standard options: Approve, Reject, Hold, and Go to Approval Central. Because the sales representative had talked to Joe about this request, Joe was fully aware of all the details. After verifying the price of the Blackberry phone, Joe clicked Approve, and a reply email was created. Joe clicked Send to send the reply email to BMC Remedy Approval Server. The following actions then took place:
    • Upon receiving the reply from Joe, BMC Remedy Email Engine parsed it, located the approval signature record, and updated the record with the Approved action.
    • The workflow set the How Signed field on the signature line to Email.
    • If BMC Remedy Approval Server had been customized to do so, it sent an email message back to Joe, informing him that the request was successfully approved.
    • If there are more approvers configured, BMC Remedy Approval Server sent an email notification to the next approver in the approval chain.
    • If BMC Remedy Approval Server had been customized to do so, it sent an email message back to the requestor, the sales representative, informing him that his request was successfully approved. If not configured, the requestor can track the request through Approval Central.
  • Sandy, the Finance Manager, received an email notification with the standard options in her email inbox, asking her approval for a Blackberry phone for one of the sales representatives. Sandy needed more information about this request, so she clicked Go to Approval Central. In Approval Central, she reviewed the request details and approved the request.
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