We just upgraded to App Portal 2019 R1. We were hoping we would find a way to turn off email notification for an individual catalog item. It looks like it is still only a global option in the Site Management\Settings\Email section.
Is there some way of turning it off that we are not seeing?
Thanks!
Joan McKinley
Aug 25, 2020 05:37 PM
I'll throw a few thoughts out, and you let me know if any of these seems of interest. Then we can go into more detail if needed.
Sep 07, 2020 12:56 PM
By "approver email", are you referring to the email that goes to an approver when it's their turn to approve a request? If so, I don't believe there is any way to disable that notification (per catalog item or globally). You can globally disable the email to the requester once the request has been fully approved, but you can't disable the notification to the approver.
Can you explain your use case for this? That seems like a strange behavior you're trying to achieve. Perhaps I can help you identify a different option if I understand what your'e trying to accomplish (and why).
Aug 25, 2020 05:50 PM
Thanks for the reply jdempsey! The reason why we want to do this is because we are creating a Remedy ticket "On Submit" for that catalog item. That ticket is being passed the "View Details" variable which has the link for approving the request. When there are enough licenses for that software, the Software Asset Management team will click the link from the ticket to approve, rather than go into App Portal "Approve/Reject" page or an email.
The reason why they want email turned off is because a team of people would receive the emails and not know how needs to work on it. If the Software Asset Management representative grabs the ticket from Remedy with the link to approve in it, we aren't spamming people needlessly.
Thanks!
Aug 25, 2020 08:08 PM
Excuse me for maybe asking a stupid question, but why did you decide to use the App Portal as the end-user facing front-end for software requests instead of the Remedy self-service catalog, if you want the approval process to be running in Remedy?
Thanks,
Aug 27, 2020 01:24 AM
Thanks for the question. This is just a one time scenario for us and Remedy Self-Service Catalog is $$$. 🙂 The rest of the approvals can be done via email or the portal.
Thanks,
Joan
Aug 27, 2020 11:44 AM
I'll throw a few thoughts out, and you let me know if any of these seems of interest. Then we can go into more detail if needed.
Sep 07, 2020 12:56 PM
@jdempsey, thank you for the suggestions! I think we will look at the first option: Allow approvers to accept requests.
We actually do have a Check Status in Actions. Osa helped us set it up a couple years go when we first installed App Portal. But we hadn't thought of it using it in the manner you suggested below.
Even the last one is a good suggestion. We had thought of something similar - we created a distribution list of just a few SAM members that would be grabbing tickets and only send the approval email to them rather than the entire team. We added that AD group as approvers via "User Groups" in the "Approval Groups" then applied that to a Workflow.
We will definitely achieve what we want between all these ideas.
Thanks!
Sep 16, 2020 08:32 PM