Enabling email approval

You can enable email for an approval step in the life cycle of a case. By providing different channels of communication, you can allow users to accept, reject, or take other actions on a case without logging in to your application.

  1. Ensure that you have at least one email account in your application that is configured to send and receive emails by performing one of the following tasks:
  2. In the Explorer panel, click Case types, and then click the case type that you want to open.
  3. On the Workflow tab, click Life cycle.
  4. Click an approval step.

    For more information about adding an approval step to a case, see Requesting approval from a user.

  5. Select the Enable email approval check box.
  6. Optional: To customize the email message, click Configure email template and then update the correspondence rule.
  7. Optional: Change the case information that is included in the email message and case summary.
    The changes that you make to the Review form apply to all approval steps in the life cycle and the screen that is displayed to users when they finish processing a case.
    1. On the Views tab, click Review to open the Review form.
    2. If you are configuring this form for the first time, click Edit this view to open the editor for the form.
    3. Update the form by adding, removing, or reordering fields from your data model.

      Some field types, such as field groups and data references, are not displayed because they are incompatible with dynamic views.

    4. Click Submit.
  8. Click Save.