Feature released in SummitAI Service Management (#23513, Sierra SP1, Service Request Management)
What's New?
The SR Approvers no more require to open the SummitAI application to refer SRs to Requesters. An additional button, REFER BACK TO REQUESTOR, to refer SRs to Requesters is added in the e-mail notifications sent for approval.
Figure: SR approval e-mail notification
Note:
- An SR Approver can refer back the Service Request to the Requester using the REFER BACK TO REQUESTOR button in the e-mail notification, but cannot refer back to the previous Approvers. To refer back an SR to the previous Approvers, they need to log into the SummitAI application.
- Two different e-mail templates are used in Parallel Approvals. The Approver who is allowed for refer back SRs to Requesters gets the REFER BACK TO REQUESTOR button in the SR approval notification e-mail.
When a SR Approver clicks the REFER BACK TO REQUESTOR button on the SR approval e-mail notification, the following e-mail window is opened:
Figure: New e-mail window
Note:
Do not change the Subject line of the e-mail template while referring back an SR to the Requester. If the Subject of the e-mail is changed and the e-mail is sent, the e-mail does not get processed.
Configuration
An Administrator can enable the Refer Back to Requestor button in the e-mail notifications. (Admin > Infrastructure > Workflow. On the WORKFLOW page, double-click on the Approval block or right-click. Click Properties and select Refer back to Requestor check box on the PROPERTIES pop-up page.) For more information, see Configuring SR Approval Workflows.