This documentation applies to the 8.1 version of Change Management, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Approving or rejecting requests via email

Starting with version 8.1.00, you can approve requests via email. When email-based approvals are enabled, an email notification is sent the individuals who have approval authority for the request. Those people either can approve or reject the request directly from the email notification.  


If the approval process requires a password or requires that rejection of a request includes a business justification, you cannot use email-based approvals. If this is the case, you must approve or reject the request from Approval Central.

Approval email notifications are also sent out to any alternate approvers defined for the process. However, if the approver adds an alternate approver after the email has been sent, the alternate approver will not receive the email.

The following figures show examples of approval emails. Instructions for approving and rejecting requests via email are provided after the figures.

Email for a change request approval

Email for a service request approval


The Server Timezone Offset displays the time zone offset information where the BMC Remedy AR System server is located.

To approve or reject a request via email

  1. In the approval email that you receive, click the request ID link to view the details of the request.


    Service request IDs are not linked to the actual service request record.

  2. Click Approve or Reject.
    An email formatted with your approval or rejection reply is displayed.
  3. Send the email without modifying the text.


    Do not modify the content followed by the #DO NOT MODIFY FOLLOWING TEXT# text in the email.

You are notified of the success of the approval or rejection by email, as shown in the following figure:

If you attempt to approve or reject a request that is in a state that cannot be changed (approved, rejected, closed, or canceled), you receive an approval error notification email, as shown in the following figure:

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  1. Alex Mitchell

    Hi Priya

    I've been reading Deepshika's article which has a link to your document here.  Both are very helpful but I still have a couple of questions:-

    Do you know if the ability to reject with a Reason is going to be available in V9.1 ?  We would like to implement Approval Via Email for Change but out change process requires both a Justifciation and Comments (customisation).

    Before we go ahead and further customise to enable Rejection via Email I though I'd ask if V9.1 had any improvements.


    Also, we are struggling to get the responses to generate.  So the approver receives the Approval Email - clicks on Approve - reply mail opens they send this back to the server and the AP:DetailSignature record is set to Approved - BUT the approver doesn't get the mail to advise they have successfully approved.

    Likewise if the approver is not valid i.e neither the approver or alternate approver - when they click on Approve and Send the mail back to the server they should get the email back which advises they are not a valid approver but this is not being sent.

    any advice you can give on this would be much appreciated, before we go down the route of customisation.



    Feb 24, 2016 01:44
    1. Priya Shetye

      Hello Alex,

      I do not have answers to all your queries. However, I can answer some and request you to contact BMC Support for some of them.

      • There have been no changes to the implementation of this feature in version 9.1. 
      • Email notifications will be sent only to valid approvers, so we should not have a scenario where an invalid approver send outs an approval via email.
      • You can contact BMC Support for answers about customizing approval or rejection reasons for email approvals and the issues you face related to non-receipt of confirmation email. For more information see, Support information.



      Feb 25, 2016 05:31