Configuring email-based approvals
Starting with version 8.1.00, you can approve requests via email. When email-based approvals are enabled, an email notification is sent to the individuals who have approval authority for the request. Those people can either approve or reject the request directly from the email notification.
Note
If the approval process requires a password or requires that rejection of a request includes a business justification, you cannot approve or reject the request directly from the email notification. You must approve or reject the request from Approval Central. A link to Approval Central is provided in the email notification.
The following diagram describes the email approval workflow.
Click the image to enlarge it.
When you upgrade from an existing version of BMC Remedy IT Service Management (BMC ITSM), all approval-related notification messages are overwritten with new messages. Existing messages are backed up and renamed as message\_custom and the status is set to Offline.
If you had customized any notification messages, rename the new message, and set its status to Disabled. Then, remove the \_custom tag of the customized notification message to continue using it. Ensure that the status of your message is set to Enabled.
If your default notification method before upgrade was set to Alert, you must change the notification mechanism to Email to enable approval emails. For more information on changing the notification method, see Setting notification preferences.
Note
Upgrade information is not applicable for BMC Knowledge Management because earlier versions of the application did not include Approval Notification messages.
Before you begin
Before you configure email-based approvals, ensure that the required mailboxes are configured. For more information about configuring mailboxes, see Configuring BMC Remedy Email Engine in the BMC Remedy AR System documentation.
In addition to mailbox configuration, the following settings are required for email-based approvals to work:
- From the Applications menu, select AR System Administration > System > Email > Mailbox Configuration. Select the Incoming mailbox record. On the Advanced Configuration tab, ensure that the following options are selected:
- Email Action is set to Parse. The Associated Mailbox Name should be associated with the configured outgoing mailbox for this setting.
- Enable Modify Action is set to Yes.
For more information about advanced mailbox configuration, see Configuring advanced incoming mailbox properties in the BMC Remedy AR System documentation.
From the Applications menu, select AR System Administration > System > Email > Mailbox Configuration. Select the Outgoing mailbox record. On the Advanced Configuration tab, ensure that the Delete Outgoing Notification Messages option is set to No.
Note
Restart the BMC Remedy Email Engine Service if you change any setting.
- From the Applications menu, select Quick Links > Approval Administration Console.
- On the Notification tab, ensure that the Status of the approval process is Active.
- On the Process tab, select the process, and then click View. Ensure that the Require Password field is set to No.
- On the Configuration tab of the Process Definition form, ensure that the Require Justification on Rejection field is set to No.
From the Applications menu, select Administration Console > Application Administration Console. On the Custom Configuration tab, select Foundation > Notification engine > Approval Email Configuration, and then click Open. On the Configure Email Based Approval window, ensure that Status is set to Enabled.
Note
You must set these preferences to ensure that the Approve/Reject button is available in the approval email.
Specify the properties and their permissible values in the EmailDaemon.properties file to adjust the performance of the email engine. For more information, see Settings in the EmailDaemon.properties file in the BMC Remedy AR System documentation.
This section provides configuration information for email-based approvals.
Related topics
In addition to the information provided in the online documentation, the is a BMC Communities blog posting about email-based approvals.
Comments
How does email based approval works if approval process is configured as Rejection Justification set to YES?
Does that means that email based approvals will not work with Rejection Justification set to YES?
That is correct.
Email Based Approval will not work if Rejection Justification is set to Yes. The approve/reject link will not be displayed in the email. User will have to go to Approval Central to approve or reject the request.
What would be then solution if clients request:
I guess answer for this is customization
I will forward your request to the appropriate development team and get their response for your queries.
Thanks!
HI ,
I'm planning to implement this email based "approve" "reject" notification..
I want to know is this OOTB feature or any customization is needed.
Do i need to write any filter after submit operation of inbound email, how approval takes placed after inbound email?
Hello Zaheer,
Please review the configuration information provided for this feature:
You can use the feature OOTB, and can customize the approval emails sent out.
Hello,
We face issue were approvers do not approve change request in time, and need lot of manual chasing to get approvals. Is it possible to send email reminders ( configured ) for approval ?
Happy to speak to explain use case further.
Please contact me over email/phone.
How do we do it ?
Regards
Rahul
Hello Rahul,
Sorry for the delay in responding. You can send reminders for approval. For more information, see the following links:
https://communities.bmc.com/message/381584
https://docs.bmc.com/docs/ars81/ap-notification-form-225969774.html
Thanks and regards,
Surabhee
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