Configure Approval Request via E-mail
This functionality is intended to provide managers with the options to approve or reject a ticket request through e-mail, without the need for logging into the platform.
Before getting started
In order to configure the e-mail in the ticket, it is necessary to:
Pre-register the user, and 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 email registered. In this flow, there should be the "Approval" task and the design for sending the email, 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.
⚠ Warning: 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 Tracker > 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 email to be sent (the system doesn't search for recipients via "Expression").
Configure the E-mail Approval Notification
- Access the functionality through the menu System > Settings > Email template;
- Paste the e-mail template available in HTML in the 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".
⚠ Warning: The ticket approval system via email accepts a maximum deadline of 35791 in the time parameters, if the user exceeds this limit, the configuration is automatically set to 2 hours or 120 minutes.