Delegated Approval Reminders

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On this page: 

Background 

The application sends reminder emails to Approvers for pending approvals, ensuring timely actions. However, if an approver designates a Delegator, the Delegator does not receive reminders, leading to potential delays. 

Objective 

To enhance the reminder system to include both Primary Approvers and their Designated Delegators, ensuring all responsible parties are notified about pending approvals. 

Feature Overview 

To update the existing notification system and to send reminders to both Approvers and their Delegators. 

Functionality 

• The system checks for any Delegator assigned to an Approver. 

• If an approver has a Delegator, reminder emails will be sent only to the Delegator. If an approver does not have a Delegator, the reminder emails will function as usual and be sent to the Primary Approver. 

• Emails will indicate the original Approver and inform Delegators about their responsibilities. 

• Both Approvers and Delegators receive the same email, with a direct link to the approval task for quick access. 
  
  
• At the end of the delegation period, if the record is still not approved, the reminder is sent to the original approver.

Use Case 

Delegation Approval Workflow Catalogs 

Delegation Approval Catalog 1 

Approvers: Fredrick and Susan 

Delegation Details: Susan has a Delegator (Delegated User). 

Scenario: 

• Approval requests are first sent to Fredrick. 

• If Fredrick does not respond within the reminder timelines, the request will be escalated to Susan. 

Delegation Setup: 

Since Susan has a Delegated User, all reminder emails related to her approval stage are sent exclusively to her Delegated User. 

Workflow Description: 

Step 1: Approval request sent to Fredrick. 

Step 2: If Fredrick does not respond within 3 days, a reminder email is triggered to Fredrick. 

Step 3: If still no response after 6 days, a second reminder is sent to Fredrick. 

Step 4: If no response within 9 days, the request is escalated to Susan. 

Reminder Handling: Any reminders for Susan are sent to her Delegated User.  

Delegation Approval Catalog 2 

Approvers: An Approver Group consisting of two users. 

Scenario: 

• Approval requests are sent to the entire Approver Group. 

• If no one from the group responds within the reminder timelines, the reminders continue to be sent to the whole group until an action is taken. 

Workflow Description: 

Step 1: Approval request sent to both members of the Approver Group. 

Step 2: If there is no response within 3 days, a reminder email is triggered to the entire group. 

Step 3: If no response after 6 days, a second reminder is triggered to the group. 

Step 4: If there is still no response within 9 days, a final reminder is sent. 

Key Points: All members of the Approver Group are equally responsible for acting on the approval request. 

Delegation Approval Catalog 3 

Approvers: Sam and Tim (Tim - Original Approver)

Delegation Details: No delegated user is specified for either Sam or Tim. 

Scenario: 

• Approval requests are processed sequentially, first by Sam and then by Tim. 

• If Sam does not act within the reminder timelines, the request is escalated to Tim. 

Workflow Description: 

Step 1: Approval request sent to Sam. 

Step 2: If Sam does not respond within 3 days, a reminder email is sent to Sam. 

Step 3: If there is no response after 6 days, a second reminder is sent to Sam. 

Step 4: If Sam still does not act within 9 days, the request is escalated to Tim. 

Reminder Handling: Tim will receive reminders if he does not act on the escalated request. 

Configuration 

Create three delegation approval workflow catalogs in the following manner: 

1. Delegation Approval Catalog 1 – Consisting of two individual Approvers, A and B where Approver B has a Delegator.
2. Delegation Approval Catalog 2 - Consisting of Approver group with two users.
3. Delegation Approval Catalog 3 – Consisting of two Approvers. 
    

To create workflow catalogs for delegation approval, perform the following steps: 

1. Navigate to Admin > Basic > Infrastructure > Workflow. 
   
   
2. Select the required Module, Tenant, Change Type, Customer, Owner Workgroup, and Category in the FILTERS pop-up. 
   Click Submit. 
   
   
3. Click the “+” icon from the left to create a new workflow. 
   
   Figure: Create new workflow icon 
   
   
4. In the Workflow Properties pop-up, provide all the details and click Save. 
   The Workflow configuration window is displayed. 
   
   Figure: Workflow Properties pop-up 
   
   
5. Drag and drop Approval option from the Activity panel as shown below. 
   
   Figure: Approval option – Activity panel 
    
6. Provide all the required details in Properties pop-up and click Save. 
   
   Figure: Properties pop-up 
    
7. Create the workflow as per the requirement and click Submit. 
   
   Figure: Workflow grid 

To set the reminder intervals, perform the following steps: 

1. Navigate to Request > Configuration > Service Request Masters > Approver Reminder Configuration. 
   The Approver Reminder Configuration List page is displayed.
   
   
2. Click Add New from the ACTIONS panel on the right to create a new configuration. 
   
   
3. Select the desired Tenant from the left panel. Select the required Category and Catalog Name.
   
   
4. Enter the desired number (reminder to be triggered) in Days field and click Submit.
   
   Figure: Approver Reminder Details page