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Any way to set Approval from email?

VikVik Member IT Monkey ✭

Hi Guys,

I'm trying to implement service approval, where a manager can approve/deny a request from an email received, instead of going into the portal. Is there a way to achieve this?

Probably an email configuration i am not aware of...

Thanks in advance.


  • Simon_ZeinhoferSimon_Zeinhofer Customer Ninja IT Monkey ✭✭✭✭
    edited March 2022

    Have a look at this Post: https://community.cireson.com/discussion/837/approve-request-directly-from-email

    You could add a button in the html code of your mail template which sends an [Approve] or [Decline] to your connector mail address when someone clicks on it. You would have to add the RA ID in [] for that.

    There is one thing you should be aware though:

    • If you add the RA ID in [] inside the subject of the template which goes to the Reviewer, you will have a problem whenever someone directly answers to this mail - like some managers do in our company. We use this when we notify end users that their incident got resolved. They can then press a link APPROVED or DECLINED, which then opens a mail which the user may send to the connector address. Inside this mail there is either [APPROVED] or [DECLINED]. The problem is, whenever someone answers to this mail, our Orchestrator monitoring runbook finds the [Approved] inside the html source code and marks the incident as closed. In your situation this could lead to someone answering to the mail and approve the Review Activity. A simple way to get away from this, is to not paste the RA ID inside the subject of your mail template.

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