Overview

When an Incident is resolved, and Workflow is applied to the incident after running the job, then mail is sent to the respective approver according to the workflow.  

• If the Approver clicks on the Approve button, then the incident will get approved, else it will check for the next applicable conditions. Further, if the approvals are configured within the workflow, then it will send an approval email to the next level and update the incident status to Closed. The subject of the email is prepopulated with the text (Incident No. + Approved) and the body of the email will be considered with the Approval remarks. 
• If the Approver clicks on the Reopen button, then the subject of the email will be prepopulated with text as (Incident No. + Reopened) and the body of the email will be considered with the Reopen remarks. The status of the ticket changes to In-Progress and the cycle continues.

The following flow diagram depicts the notification workflow with approval buttons (Approve and Reopen) and its impact on action.

The following topics provide an in-depth analysis of the notifications for the resolved incidents.

• Use case supporting the Incident Workflow 
• Configure Approval Buttons on the Incident
• Capture keyword for Email Approval Workflow 

Use Case 

Let's consider an Incident (IM002) that has two levels of approvers as stated in the following example:

• Level 1: Individual Approver: Amy 
• Level 2: Custom Approver Group: Grp1 

Figure: Two Levels of Approval

Problem Statement and Solution:

1. The analyst/approver should be able to see 👀 the Approve and Reopen buttons in the mail which is sent after resolving an Incident.
   
   
2. The analyst/approver should be able to click 🖱 Approve and Reopen buttons.
   
   
3. The approver should be able to click 🖱 the Approve button ✅, upon this action, the incident gets approved by validating the following cases:
   
   
   1. If the approver is present according to the incident workflow, then the approver should be able to see the notification mail with the Approve and Reopen buttons. (The user Amy should be able to see the mail with Approve and Reopen buttons).
   2. If the first-level approver approves the Incident through the mail then the next approver should be able to see the mail with the Approve and Reopen buttons.
      (Here User Amy approved the (IM1002) incident through mail then Users (Manager, John, Amy, and Bob) should be able to see the mail with Approve and Reopen buttons).
   3. If the Approver type is a Custom Approver Group, then it should check for the following conditions based on the details from the figure:
      
      
      Figure: Custom Approver Group
      
      
      1. If the user named Manager approves the (IM1002) incident, then that incident should not be approved as per the above configuration.
      2. If the users Bob and Amy approve the (IM1002) incident then that incident should not be approved because, as per the configuration John is the mandatory approver from this group.
      3. If the users John and Amy approve the (IM1002) incident then the incident should be approved because as per the configuration, the user John is the mandatory approver from this group and passes the condition for Required Approver Count which should be 2.
         
         
   4. If the next approver is not present according to the incident workflow, then the incident gets closed.
      In this scenario, users from the ‘custom approver group’ approved the incident (IM1002) through the mail, hence the incident is closed.
      
      
4. An analyst/approver should be able to click on the Reopen button 🔓 post which the Incident is re-opened, and the notification email with the subject (Incident No – Reopen) and the body with custom text as re-opened is displayed.

Configure Approval Buttons on IM Notification Email Template Post Resolution

Depending on the context, approval buttons can trigger automated actions. It can automatically trigger to close an Incident, or further check for approvals and send notification email(s) as designed in the workflow.

To use the Approval buttons on the Incident Notification Email post-resolution, perform the following steps:

1. Navigate to Admin > Advanced > Notifications > Notification Parser.
   A list of Tenants is displayed.
   
   
2. Select Tenant.
   A list of Rules is displayed if they are configured.
   
   
   Figure: Notification Parser
   
   
3. Select Rule Name.
   The rule configuration page is displayed.
   
   
   Figure: Rule Configuration
   
   
4. Navigate to CONFIGURE PARSING CONDITIONS > APPROVE.
   An option to enable the checklist (Module-wise) to display the approval buttons on the email is displayed.
   
   
   Figure: Configure Parsing Conditions
   
   
5. Click Submit.
   A message 'Saved Successfully' is displayed.

Capture the Keyword for Incident Approval Workflow

To see the approval buttons on the mail an Incident should be created, and the Job should be run for the workflow to take effect. When the Incident is resolved, a notification template is used post-resolution for sending emails.

To capture the keyword in the template, perform the following steps:

1. Navigate to Admin > Advanced > Notifications > Notification Template.
   
   
2. Select the Tenant.
   
   
3. Select Incident Management as a Module at the top of the page.
   
   
4. Navigate to Others.
   A list of templates is displayed.
   
   
   Figure: Notification Templates
   
   
5. Select Incident Approval Workflow.
   The selected template is used to send an email after resolving the Incident.
   
   
6. Click Keywords.
   The keyword *APPROVEVIAMAIL* is displayed.