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.
In the navigation pane of
App Studio, click Case types, and then click the case type that
you want to open.
On the Workflow tab, click Life
cycle.
Click the Approve/Reject step for which you want to add email or push notification
approval requests.
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.
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.
If you request approval by email, define your message content:
Choices
Actions
Compose a message
In the Email content list, select
Custom, and then click Compose email
content.
In the Compose message window, create your message by
using the rich text editor.
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.
Click Done.
Reuse a template
In the Email content list, select Use
existing.
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.
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.
Optional: To add attachments to the email, select the Include attachments
check box, and then select the files that you want to upload:
Actions
Choices
Include all case attachments
Select All case attachments.
Include only specific case attachments
Select Choose attachments.
Click Add attachment.
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.
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.
To add more attachments, repeat steps 7.b through 7.d.
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
