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Requesting approval by email and push notification

Updated on March 29, 2022

Provide greater flexibility and convenience for users of your application when they process a case, by enabling approval by email and push notification. Users can then accept, reject, or take other actions on a case without having to log in to the application.

The following process describes an example of a case approval by email:

  • Case workers that process a case in an end user portal move the case through the different steps in the life cycle.
  • The case reaches an approval step in the life cycle that is configured to send an email with an approval request.
  • Your application sends the email to the reporting manager of the case worker that last updated the case. The email includes an embedded prompt to accept or reject the case step.
  • The manager clicks a button in the email message, which generates an email response that includes their decision and sends the email back to the application.
  • Your application receives the response, and either moves the case forward when the manager decides to approve the case, or moves the case to an alternate stage in the life cycle when the manager decides to reject the case.

    You can also configure case behavior after an approval or a rejection to meet your specific business needs. For more information, see Requesting approval from users.

Before you begin: Ensure that your case life cycle includes an approval step and that you have at least one email account in your application that can send and receive emails, by performing one or more of the following tasks, as necessary:
You can send personalized emails by including properties in messages. Your application then autopopulates the properties at run time with data corresponding to the relevant case. For example, you can include a property that corresponds with a case ID or a recipient name. After you create email content, you can save the message in a template library, so that you can reuse the message in the future. You can also include attachments to provide more information and context before a user accepts or rejects a case. To reach wider audiences and provide even more flexibility, you can also send approval requests to users of mobile apps by enabling push notifications in your app. The subject that you define for the email is also a push notification text.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Life cycle.
  3. Click the Approve/Reject step for which you want to add email or push notification approval requests.
  4. In the Step properties pane, in the Enable approval from section, select how you want to send the approval message:
    • To request approval by email, select the Email check box.
    • To request approval by push notification, select the Mobile check box.
    You can select both email and push notification forms.
  5. In the Email subject / Push notification message field, enter text that you want to use as an email subject or a push notification message.
    You can reference property names in the subject to make it more dynamic and meaningful.
    For example: Enter Case .pyCaseID is waiting for your approval.
    Result: At run time, the application autopopulates the properties with relevant data. For example, at run time the email subject is Case LoanRequest-123 is waiting for your approval.
  6. If you request approval by email, define your message content:
    Compose a message
    1. In the Email content list, select Custom, and then click Compose email content.
    2. In the Compose message window, create your message by using the rich text editor.
    3. Optional: To add the email message to a template library to reuse in the future, click ActionsAdd to approval template library, in the Template name field provide the template name, and then click Save.
    4. Click Done.
    Reuse a template
    1. In the Email content list, select Use existing.
    2. In the list of email templates, select a template that you want to use.
      You can select templates from your template library as well as from the default templates.
    3. Optional: To modify the message to meet your unique business needs, click Compose email content, modify the message by using a rich text editor, and then click Done.
  7. Optional: To add attachments to the email, select the Include attachments check box, and then select the files that you want to upload:
    Include all case attachmentsSelect All case attachments.
    Include only specific case attachments
    1. Select Choose attachments.
    2. Click Add attachment.
    3. In the drop-down list, select whether you want to include an attachment of a particular category, or add the content of a field in your case.
    4. In the field below, select an attachment category or a field that you want to include as an attachment.
      For example: If you select a category of scanned documents, your application attaches all scanned documents to the email.
      For example: If you select a field that stores the amount of the loan requested, your application creates an attachment that contains the amount.
    5. To add more attachments, repeat steps 7.b through 7.d.
  8. Click Save.
Result: When the case life cycle reaches the approval step, your application sends an email or a push notification, based on the approval step configuration. A user who receives the approval request can take action on the case without logging in to the application.
For example: The following figure shows a sample configuration of an Approval/Rejection step. At run time, a user to whom an application routes the approval, receives an email and a push notification. The email subject and the push notification include a case ID and information that the case awaits an approval. Also, the email includes all case attachments and a custom text.
Email and push notification approval configuration
Step properties pane with approval configuration.

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