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 logging in.
For example, you can create a notification that contains "Approve" or
"Reject" links that a Kathy Manager can use to quickly approve or reject a
vacation request while it is in the Pending Approval state. She does not need
to provide any login credentials to invoke these transitions. Instead, she
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 Reply To message. This enables a manager to approve a request by
replying to the e-mail with a simple phrase like "OK" or "Yes". For details on
setting up an e-mail response using the Reply To method, see solution
Note the following important information:
E-mail Responses tab only appears in the
Notifications view if the notification's action
is set to
Send E-mail User Channel.
- When the notification rule becomes true, the message is sent to the
subscribed user. The recipient must have a valid e-mail address and privilege
to transition the item.
- The response options can include one or more transitions in the
item's workflow that are valid for the item's current state. If you configure
the response to execute a regular transition (not a quick transition), you must
map any required fields when you create the response in
- When the recipient clicks one of the response options in the e-mail,
the recipient is not required to log in to transition the item; instead, the
response is sent to
with a unique expiring token that is embedded in the URL, which is used
to execute the transition. Because the user does not have to log in, no license
is used. This token cannot be reused in any way and only grants the recipient
the ability to perform the associated transition. If the recipient attempts to
respond after the designated expiration time has passed, he or she must enter
login credentials to access the item and perform the transition.
On-premise customers can configure the expiration time for the
token in the
Mail Services tab in
For details, refer to the
SBM Installation and Configuration
help. On-demand customers can configure this setting in the
Notification System Settings tab in the
Notifications view in
To create a new e-mail response:
- Open the
E-mail Responses tab, and then click
Add new response.
- 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.
- 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.
By default, the body of the reply is used as the source field to
scan for aliases. To have
search the subject field for aliases instead, select
Subject in the
Alias source field drop-down list.
- Select the
Initial State. This determines which transitions
- Select a
Transition to Execute. Select the
Quick Only check box to see only quick
Show Workflow to view a diagram that shows
each state and all available transitions.
- 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
Save to save your changes.
- 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
Read Only to limit the list to read-only fields.
Show e-mail fields check box to map e-mail
fields. For example, you can map the
From field in the e-mail reply to your Approver field in
If the value in the
From field does not match an exact Approver field value,
uses the closest match it can find. As you map fields, you can use a
combination of values by selecting the check box to use e-mail fields or
clearing the check box to use
You can optionally have the Mail Client parse field-value pairings
that are included in the message body of the reply. For example, if a manager
receives a notification with response options, he or she can reply with fields
and values in the body and the Mail Client will use those field values in the
associated transition. This means a manager can reply with an alias like "Yes"
in the subject line, and then include field values in the body as shown in the
Description: This request has been approved.
Number of days: 5
When the Mail Client receives the reply, it executes the Approve
transition and maps the values that the manager included in the reply portion.
Note that any mappings that you define in
(for required fields or otherwise) override the values that are sent with the
reply. The following field types are supported in the message body:
- User and Multi-user (separated by commas or semi-colons). Users
can be specified by display name, login id or e-mail address.
- Single selection
- Date/Time (specified in the same format as the corresponding
Date/Time field in
If a field name or field value does not have an exact match in
uses the closest field and value it can find. The threshold that determines how
many characters can differ for each field and field value is controlled via a
properties file that is located on the Notification Server machine. For details
on configuring the matching threshold and logging information, refer to
Add new response to add another response, if
- 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
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
server, navigate to
emailapproval template as necessary, and save your
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
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