---
title: Configure Approval Request via E-mail
slug: helium-en/configure-approval-request-via-e-mail
description: Learn how to configure your ticketing system to allow managers to approve or reject ticket requests conveniently through email. Discover the step-by-step instructions to pre-register users and groups, set up parameters, design the approval flow, and confi
createdAt: 2021-10-21T16:29:21.000Z
---

This functionality is intended to provide managers with the options to <font color="#2166ae">**approve or reject a ticket request through e-mail**</font>, 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:&#x20;

- [x] Pre-register the user, and the group, and configure parameters 33 and 370 according to the guidelines of the system-related parametrization rules;
- [x] 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&#x20;
- [x] The e-mail server must be configured with all the parameters for e-mail parameterization rules.

:::hint{type="warning"}
⚠ <u>**Warning:**</u> Ticket approval via e-mail is **only&#x20;**&#x70;ossible 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 `Tracker > Flow Design;`
2. Select the request approval flow and click on "**Edit**";
3. Click on the <font color="#2166ae">**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="#2166ae">**Identification**</font> tab, the name and email template to be used;
6. 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

1. Access the functionality through the menu `System > Settings > Email template;`
2. Paste the e-mail template available in HTML in the attachment, in the Text field, and verify the following guidelines:
   •	href="\{TOKEN(serviceRequestIncident, $&#x7B;IDSERVICEREQUEST}, VIEW, 50)};
   •	serviceRequestIncident = Interface directing: this field cannot be changed by the user;
   •	$&#x7B;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**".

:::hint{type="warning"}
⚠ <u>**Warning:**</u> The ticket approval system via email accepts a maximum deadline of **35791&#x20;**&#x69;n the time parameters, if the user exceeds this limit, the configuration is automatically set to 2 hours or 120 minutes.
:::