Configuring Approval Notifications

 

Use the Incident, Change, and Purchasing Notifications tabs in the Options and Tools | Automate | Approval Cycles screen to configure notifications to be sent for all approval events. For each event and recipient you can select iSupport’s default notification, a predefined custom notification, or you can select Create New Custom Notification to access the Custom Notifications screen to create one. Notification recipients can include both support representatives and customers, and the default text is different for each. You can display default notifications, make modifications, and save custom notifications via the Custom Notifications screen. Approval Cycle Approval Notifications Tab Example

Notifications are sent on the schedule of the Approval Reminder agent on the Agents tab; be sure to enable and set the interval for this agent.

Approval Initiated

Select the recipients and notifications to be sent when a record associated with the approval cycle is saved.

Approval Requested

Select the recipients and notifications to be sent when a record requires approval. If a concurrent cycle is in effect, the notification will be sent to all designated approvers in the cycle. For example, if both Customer Approver and Support Rep Approver are selected, the notification will be sent to all of the customer approvers and support representative approvers for the cycle.

If a serial cycle is in effect, the notification will be sent to the next approver in the cycle.

Approval Requested Reminder

This section appears when the Approval Requested Reminder Event is selected. Select Yes to enable a reminder notification to be sent on an interval basis if the approvers have not submitted a verdict after the approval request is sent.

Use the Send Reminder <x> Hour(s) After Approval Request Sent field to specify the number of hours after the approval request is sent in which to send the reminder notification. Use the Maximum Number of Reminders field to enter the maximum number of times in which the notification should be sent.  

Select the recipients and notifications to be sent a reminder notification on an interval basis if the approvers have not submitted a verdict after the approval request is sent.

Notifications are sent on the schedule of the Approval Reminder agent on the Incident/Change/Purchase tab in the Administer | Agents screen. Be sure to enable and set the interval for this agent.

Request Approved

Select the recipients and notifications to be sent when an approver or support representative with approval override submits a verdict of Approved.

Request Declined

Select the recipients and notifications to be sent  when an approver or support representative with approval override submits a verdict of Declined.

Final Approval

Select the recipients and notifications to be sent when an approver or support representative with Approval Override submits a verdict of Approved and:

  • If a concurrent cycle is in effect, the number of approval verdicts is equal to the number specified in the Number of Verdicts Required for Final Approval field on the Basics tab.

  • If a serial cycle is in effect, the approver is the last in the cycle.

Final Decline

Select the recipients and notifications to be sent when an approver or support representative with Approval Override submits a verdict of Declined and:

  • If a concurrent cycle is in effect, the notification is sent when the number of Decline verdicts is equal to the number specified in the Number of Verdicts Required for Final Decline field on the Basics tab.

  • If a serial cycle is in effect, the notification is sent whenever a Decline verdict is submitted.

Comments Added

Select the recipients and notifications to be sent when an approver or support representative with Approval Override submits a comment.

Approval Cancelled

Select the recipients and notifications to be sent when the approval cycle is cancelled by the customer or a support representative with Edit permission.