---
title: Configuring Approval Request via E-mail
slug: pink/configuring-approval-request-via-e-mail
description: Learn how to easily configure email ticket request approvals with this comprehensive document. From pre-registering users to setting up the approval flow, configuring the email server, and customizing approval notification templates, all the steps are exp
docTags: 
createdAt: 2021-10-27T20:27:18.000Z
---

This functionality is intended to <font color="#3b9f0f">**approve or reject the ticket request through e-mail, without the need of the manager being logged**</font>.

## Before getting started

In order to configure the email in the ticket, it is necessary:

- [x] To pre-register
  &#x20;the user, the group and configure **parameters 33&#x20;**&#x61;nd **370&#x20;**&#x61;ccording to the
  &#x20;guidelines of the system-related parametrization rules;
- [x] It is also necessary to
  &#x20;know how to design the request approval flow via e-mail registered;
- [x] In this flow,
  &#x20;there should be the "**Approval**" task;&#x20;
- [x] The design for sending the e-mail,
  &#x20;registering the template with the "**Waiting Approval**" template attached; and
  &#x20;
- [x] The e-mail server must be configured with all the parameters for e-mail
  &#x20;parameterization rules.

:::hint{type="warning"}
⚠ <u>**Attention**</u>**!**&#x20;

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

1. Access the functionality through the main menu `Workflow > Flow Design`;
2. Select the request approval flow and click on "**Edit**";
3. Click on the "<font color="#3b9f0f">**Diagram**</font>" tab;
4. 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;
5. Register, in the "<font color="#3b9f0f">**Identification**</font>" tab, the name and email template to be
   &#x20;used;
6. Configure, in the "<font color="#3b9f0f">**Recipient**</font>" tab, the type of recipients (group/user) of
   &#x20;the e-mail to be sent (the system don't search the recipients via
   &#x20;"**Expression**").

## Configure the e-mail approval notification

1. Access the functionality through the menu `System > Settings > E-mail
    template`;
2.
   Paste the e-mail template available in HTML in attachment, in the Text field and verify the following guidelines:

- **href=**"\{TOKEN(serviceRequestIncident, $&#x7B;IDSERVICEREQUEST}, VIEW, 50)};
- **serviceRequestIncident =&#x20;**&#x49;nterface directing: this field cannot be changed by the user;
- **$&#x7B;IDSERVICEREQUEST} =&#x20;**&#x4B;ey 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) -&#x20;**&#x54;oken expiration time in Minutes: this field can be changed by the user;

3\. Click on "**Save**".

:::hint{type="warning"}
⚠ <u>**Attention**</u>**!**&#x20;

The ticket approval system via e-mail accepts a maximum deadline of, **35791&#x20;**&#x69;n the **time parameters**. If the user exceeds this limit, the configuration is automatically set in 2 hours, or 120 minutes.
:::