Escalating requests
Requests can be escalated if a specified time period has expired. If a request is escalated, the requester can be notified by email.
To set up the notification procedure
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On the Mail templates tab of the approval step, enter the following data:
Mail template escalation: IT Shop request - Escalation
Related topics
Delegating approvals
If, in an approval step, other approvers can be authorized to make the approval decision, the additional approvers can be prompted to approve by email. The same applies if the approval can be delegated.
To set up the notification procedure
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On the Mail templates tab of the approval step, enter the following data:
Mail template delegation: IT Shop Purchase order - Delegated/additional approval
TIP: To enable approval by email, select the IT ShopRequest - delegated/additional approval (by email) mail template.
Related topics
Rejecting approvals
The original approver must be notified if an additional approver or identity to whom an approval has been delegated refuses the approval.
To set up the notification procedure
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On the Mail templates tab of the approval step, enter the following data:
Mail template rejection: IT Shop Purchase order - Reject approval
TIP: If you allow approval by email, select the mail template IT Shop request - reject approval (by mail).
Related topics
Notifications with questions
Identities can be notified when a question about a request is asked. Similarly, the approvers can also be notified as soon as the question is answered.
To send a notification when an approver asks a question
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In the Designer, enable the QER | ITShop | MailTemplateIdents | QueryFromApprover configuration parameter.
A notification is sent by default with the IT Shop Request - question mail template.
To send a notification to the approver when the queried identity answers a question
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In the Designer, set the QER | ITShop | MailTemplateIdents | AnswerToApprover configuration parameter.
A notification is sent by default with the IT Shop Request - answer mail template.
TIP: To use custom mail templates for emails of this type, change the value of the configuration parameter.