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Email Notification for Multi-step Approval Process

Hello Everyone,

We have defined a 2-step approval process for sales quote. Then we want to inform validators by email notifications. The expected behavior is that:

  1. when conditions are met, N+1 validator receives a notification ⚠️ and also a mail reminder
  2. once N+1 has approved, N+2 receives the notification ⚠️ and the mail reminder

To reach this, we have 2 options: Standard email notification sent by system, or custom email triggered by a workflow rule. However, none of these two options is suitable for us:

  1. For the standard email notification, is there a way to personalize the content or the text?
  2. For custom email sent by workflow, we want that only when the first validator has approved, receives the second validator a mail reminder. I have defined 2 types of recipient: Reporting Line Manager (N+1) and Territory Owner (N+2), but during the test they receive the mail at the same time. This is not what we are looking for.

We can adopt either the standard mail notification or the custom workflow, as long as we can solve the problems mentioned above. I have searched in SCN and C4C help documents, and have found no answer.

Thank you very much for all your help.

Best regards,

Alicia

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2 Answers

  • Posted on Jul 06, 2016 at 03:09 PM

    Hi Alicia,

    Option1 - We cannot personalize the content of standard email. It should be possible through SDK.

    Option2 - You could create two workflows

    First with condition "Approval status=In Approval" in which Line Manager N+1 will be the recipient.

    Second with "Approval Status = Approved" in which Territory Owner N_2 will be the recipient.

    If you would like to get both notifications and email you could create four workflows two with "Action Type = Notification" and two with "Action Type = Email"

    Please let me know if you have tried the same. Thanks.

    Regards,

    Keynes Austin

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    • Hi Pavithran,

      We tried but it is not possible to put every name, even with "OR" conditions. We have directed the issue to our product manager to see if it is possible to add the field "Reporting Line Manager" to the list.

      At the meanwhile, is there other solutions? We are out of ideas...

      Thank you very much for your help anyway! Also big thank you for @Keynes Austin!

      Alicia

  • Posted on Jul 27, 2016 at 01:45 PM

    The approval status in the workflow rules refers to the Approval Status in quote header. If approval status changes to Approved by the first approval in the Approval facet, this does not change the business object itself. This is why the conditions in the workflow rules cannot be used to achieve this use case. What you can achieve is to send a reminder to the Territory Owner if the approval status stays a certain time in status "In Approval". Downside, the notification would also be send if the Reporting Line Manager has not yet approved yet. We are currently investigating if a PDI solution is capable to achieve this use case.

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