Case approval by email

You can configure an email account and its associated objects so that users can approve, reject, or take another action on a case by sending an email without logging in to the application.

For example, an employee submits a travel request, which is routed to a manager for approval. The system sends an email to a manager to approve or reject the request. The manager clicks the appropriate button to generate an email response that is sent to the system. After the system receives the mail, it processes and resolves the travel request case.

Implementation considerations

Before you configure case approval by email, consider the following information:

• You can have only one email account that manages all the Case Management notifications for your application. This email account is either the Default account or the account with your work pool name.

You should create one email account per work pool and use the Default account for validation.

• You can configure an email account that is used to enable email approval on all the case types in your application or on only one case type. However, because you can have only one email account in your application for Case Management notifications, if you want to enable email approval on other cases, you must create additional applications for each case type.

Use the Email Wizard to create the rules and data objects that you need to send approval emails and manage incoming email responses.

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