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.

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.


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.


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.


    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.


    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 file to adjust the performance of the email engine. For more information, see Settings in the 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

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  1. Andrej Kajzer

    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?

    Sep 06, 2013 07:26
    1. Priya Shetye

      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.

      Sep 11, 2013 08:10
      1. Andrej Kajzer

        What would be then solution if clients request:

        • email based approval (with Rejec.Justification - see my next point)
        • included Rejection Justification in email based approval (when user reject also reject justification should be send back to the system , maybe as workinfo records)
        • included Rejection Justification on Approval Central (Approval process config)

        I guess answer for this is customization (smile)

        Sep 11, 2013 08:16
        1. Priya Shetye

          I will forward your request to the appropriate development team and get their response for your queries.


          Sep 11, 2013 08:27
  2. Mohamed Zaheer

    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?

    Dec 10, 2013 01:22
    1. Priya Shetye

      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.

      Apr 21, 2014 06:39
  3. Rahul Mundke


    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 ?



    Oct 22, 2018 08:51
    1. Surabhee Kulkarni

      Hello Rahul,

      Sorry for the delay in responding. You can send reminders for approval. For more information, see the following links:

      Thanks and regards,

      Jun 18, 2020 07:46