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Email approval enhancements in a case type

You can quickly enable email approval on approval steps in case types so that users can reject or approve tasks without logging in to the application. You can also customize the email that is sent to recipients.

In Case Designer in express mode, the Enable email approval check box is displayed on the General tab when you click an approval step and route it to another user. You can enable email approval without switching to Designer Studio.Enable email approval in express modeEnable email approval in express mode

In Designer Studio, the Enable email approval check box, in addition to appearing on the Approval shape, also displays on the General tab when you click an approval step and route it to another user in Case Designer. You can quickly enable email approval when you design a case without switching to Process Modeler. In addition, by clicking the Configure email template link, you can quickly access the correspondence rule that you configure to customize the email that is sent to recipients.

Designer Studio email approval and template configurationEnable email approval and configure email template in Designer Studio

You can add or remove the form fields that are displayed in the approval email by clicking Viewsin Case Designer and selecting the Reviewview. If an attachment field is included in the view, and an attachment is submitted with the case, the attachment is also sent with the approval email.

Add or remove fields used in approval emailsAdd or remove fields used in approval emails

The emails that users receive to reject or accept a task in a case contain a link to the case. Users can click this link to quickly open the case for which they receive approval emails.

Email sent to recipientsEmail that is sent to recipients

When users approve or reject a case, they send an email reply to the email address from which they received the email. They can also enter text in the email reply. Comments that users provide in the email reply are posted as comments in Pulse within the context of the case.

For example, a user provides text in the body of the approval email, as displayed in the following figure:

Comments entered by a user in the email replyComments entered by a user in the email reply

These comments are posted as a Pulse message within the context of the case. For example, after the system processes the approval, the text is posted as a Pulse message in the Case Manager portal, as displayed in the following figure:

Comment posted to PulseEmail comment posted to Pulse in the case

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Published May 6, 2016 — Updated June 27, 2016


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