What I set up (that I can't share, unfortunately) is that I created an intermediate form for approvals that updates the back-end approval form for approvers and alternates. I also adjusted the emails that go out in SYS:Notification Messages (I think that's the form name) to include some specially built hyperlinks to generate AR System Email templates to submit to my custom form. What happens is that the user clicks the mailto hyperlink, which creates the email with the template, and they click send. Once that happens, we're using incoming MAPI email to pull in the email, which Remedy out of the box maps to the user record based on how I have the incoming email configured. The template then triggers some filters that check whether the person is the approver or an alternate, then updates the approval record appropriately.
The only down side is that anyone that can be an approver needs to have a floating AR User license set up, unlike using Approval Central. This isn't a big deal though, because one customization I've done is to create a "Business Approver" support group to put all users in, and I don't allow people who are not in a support group to be added as an approver. This also helps ensure that the user is properly trained and understands exactly what this "change approval" thing is rather than just being throw to the wolves by a developer. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Logan, Kelly Sent: Monday, June 25, 2012 12:26 PM To: [email protected] Subject: Approval by mail ** There has been a request to have simple approvals done by mail for the bulk of management who do not (as of yet) use Remedy. The system will by ARS 7.6.4, with ITSM 7.6.4, specifically Service Request Management used. Has anyone had any experience with this? Right now I'm just looking to set the difficulty of the task, as compared with the 'pain' of having to train and direct management to use Approval Central. I am considering using the Email engine with responses set by a form in the email (the manager clicks the 'Approved' radio button and the return email sets the field:value pairs accordingly), embedding the Approval Central into the email in some fashion (though this may be disallowed by the Exchange security and would require SSO to be configured), etc. Ideas and experience welcome. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 [email protected]<mailto:[email protected]> www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
