Improved Process for Approvals via E-mails

Read Complete Release Notes

Feature released in SummitAI Service Management (Denali SP3, Change Management)

What's New?

While creating the workflow, the Administrators can configure whether the mandatory fields on the Change Request (CR) need to be filled by the Approvers configured in the workflow or not. Based on this configuration, an e-mail notification with or without approval functionality is triggered to the Approvers.

To achieve this, on the PROPERTIES pop-up, a new field, Are Mandatory Fields Required To Be Filled by Approver? is added (Refer Figure 2).

• If Are Mandatory Fields Required To Be Filled by Approver? is selected as Yes, then the Approver can not approve the CR through e-mail approval. In this case, the Approver has to log in to the application and fill the mandatory fields to approve a CR. An e-mail notification will be triggered to the Approver as shown in the following figure.
  

   See Screenshot

  

• If Are Mandatory Fields Required To Be Filled by Approver? is selected as No, then the Approver can approve the CR via e-mail approval. In this case, the below e-mail notification will be triggered to the Approver .
  

   See Screenshot

  

Business Benefits

• This new enhancement helps to maintain the consistency of the approval functionality via email with that of the approval via application.
• This feature helps us to capture all the mandatory details irrespective of approval mode.

Configuring Approvals via E-mail

To configure this functionality, perform the following steps:

1. Select Admin > Basic >Infrastructure > Workflow. The FILTERS pop-up is displayed.
2. On the FILTERS pop-up, select Module as Change Management.
3. Select the required Tenant, Owner Workgroup, Change Type, Category, and Customer from the drop-down list.
4. Click SUBMIT. The WORKFLOW page is displayed.
5. Under the Workflows tab of the WORKFLOW page, select the required Workflow and double-click on the Approval block or Right-click and click Properties. The PROPERTIES pop-up is displayed.
6. Select Yes or No for the "Are Mandatory Fields Required To Be Filled by Approver?" field. 
1. Select the Yes radio button if the Approver is required to fill all the mandatory fields.

2. Select the No radio button if the Approver is not required to fill all the mandatory fields.
   

   Note:

   • If Yes is selected, then the Approver can not approve the CR through e-mail approval. In this case, Approver has to log in to the application and fill the mandatory fields to approve a CR.
   • If No is selected, then the Approver can Approve the CR through e-mail itself.
7. Click SAVE to save the properties configuration.

8. Click SUBMIT to save the Workflow configuration. For information about how to enable mandatory fields for approvers, see Configuring CR Approval Workflow.
   
   
   Figure 1: WORKFLOW page
   
   
   Figure 2: PROPERTIES pop-up