E-mail Responses

The E-mail Responses page enables you to configure user response options for notifications. Response options can appear as links or buttons in a notification message, which enable the recipient to transition an item without requiring him or her to log in.

For example, you can create a notification that contains "Approve" or "Reject" links that a manager can use to quickly approve or reject a vacation request while it is in the Pending Approval state. The manager does not need to provide any login credentials to invoke these transitions. The manager simply approves or rejects the request directly from the notification message by clicking one of the response options. This launches a new browser window, and a confirmation message appears if the transition succeeds. If the item is no longer in an applicable state, a failure message appears.

You can optionally configure an e-mail response to transition an item with a quick reply message. This enables the manager to approve a request by replying to the e-mail with a simple phrase like "OK" or "Yes".

Note the following important information:

To create a new e-mail response:

  1. Open the E-mail Responses tab, and then click Add new response.
  2. Enter a Name for the response. Take note of the name that you enter for each e-mail response that you will configure—you will use them with the $EMAILRESPONSE() tag when you customize to the notification e-mail template later.
  3. Optionally, select the check box next to the Name field and enter one or more aliases for the response in the Alias field. The aliases that you enter correspond to one or more replies that the recipient could use to transition the item. For example, to execute the Approve Request transition, create a new response named Approve, and then enter likely replies that the recipient might use, such as:

    This enables the recipient to approve the request by replying to the e-mail with any one of the words that are listed above. If you are using multiple languages, enter aliases in each language here as well.

  4. Select the Initial State. This determines which transitions are available.
  5. Select a Transition to Execute. Select the Quick Only check box to see only quick transitions.
    Tip: Click Show Workflow to view a diagram that shows each state and all available transitions.
  6. Enter a Priority number if you are creating multiple responses and using aliases. The response with the highest priority will be executed first in the event the recipient replies without specifying one of the defined aliases.
  7. Click Save to save your changes.
  8. If you selected a regular transition, click the Mappings button to open the Transition Mappings page and map any required field values in the transition. Select Required Only to see only required fields in the transition; select Read Only limit the list to read-only fields. Click Save when you are finished.
  9. Click Add new response to add another response, if necessary.
  10. After you add responses, you must add the $EMAILRESPONSE() tag to your notification template and reference the response options that you created. For details, refer to Notification Tags.

After you ensure that your notification is using the template that contains the $EMAILRESPONSE() tag and your response options, test the notification to ensure the setup is complete.

Tip: You can customize the success or failure message template that appears in the browser. On the Application Engine server, navigate to installationDirectory\Serena\SBM\Application Engine\templates, edit the emailapproval template as necessary, and save your changes. Open SBM System Administrator and perform a Put Files in Database operation to save the modified template in the database. For more information on customizing templates, see the SBM System Administrator Guide.