Configuring Approval Request via E-mail
This functionality is intended to approve or reject the ticket request through e-mail, without the need of the manager being logged.
Before getting started
In order to configure the email in the ticket, it is necessary:
To pre-register the user, the group and configure parameters 33 and 370 according to the guidelines of the system-related parametrization rules;
It is also necessary to know how to design the request approval flow via e-mail registered;
In this flow, there should be the "Approval" task;
The design for sending the e-mail, registering the template with the "Waiting Approval" template attached; and
The e-mail server must be configured with all the parameters for e-mail parameterization rules.
⚠ Attention!
Ticket approval via e-mail is only possible with the following browsers configured as default: Mozilla Firefox, Google Chrome, and Microsoft Edge from version 42.17134.1.0.
Procedure
- Access the functionality through the main menu Workflow > Flow Design;
- Select the request approval flow and click on "Edit";
- Click on the "Diagram" tab;
- In the request approval flow, click on the connector "Send Message - email" icon and then on the small gray box next to the connector to configure it;
- Register, in the "Identification" tab, the name and email template to be used;
- Configure, in the "Recipient" tab, the type of recipients (group/user) of the e-mail to be sent (the system don't search the recipients via "Expression").
Configure the e-mail approval notification
- Access the functionality through the menu System > Settings > E-mail template;
- Paste the e-mail template available in HTML in attachment, in the Text field and verify the following guidelines:
- href="{TOKEN(serviceRequestIncident, ${IDSERVICEREQUEST}, VIEW, 50)};
- serviceRequestIncident = Interface directing: this field cannot be changed by the user;
- ${IDSERVICEREQUEST} = Key to increment the number of the service request: this field cannot be changed by the user;
- VIEW - calls the command to open the request: this field cannot be changed by the user;
- MM (50) - Token expiration time in Minutes: this field can be changed by the user;
3. Click on "Save".
⚠ Attention!
The ticket approval system via e-mail accepts a maximum deadline of, 35791 in the time parameters. If the user exceeds this limit, the configuration is automatically set in 2 hours, or 120 minutes.