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Hi Team,

 

I thought to create this blog because approval reminder notifications in SRM do not work only by configuring them in AP:Process Definition form likewise in change management.

 

For example, there is known issue since old version like 7604 till latest version and documented in KB: Repeat/Still Pending Approval notifications not working for SRM module

 

Another example or way to do it: How to configure SRM Manager Approval reminder notification email?

 

We are going to talk about couple of scenarios with reminder notifications in SRM like:

Scenario 1: Generate reminder notification for approval using OOTB notification tag: SRM-REQ-Approver_Notification

Scenario 2: Generate reminder notification for approval using custom notification tag and keeping original approval e-mail with OOTB message tag and message body.

(This means when first approval e-mail is generated, it will be sent using OOTB notification tag : SRM-REQ-Approver_Notification with OOTB notification body message, but when reminder notification is sent, it will be sent with different  body message via custom notification tag.)

 

Prerequisite configurations for both scenarios.

1. Should have user in CTM:People form with e-mail id specified.

 

2. Configure SRD using PDT to create sample incident or workorder or change( fulfillment request does not matter here), and specify approver in Service Request tab.

 

 

NOTE: As I have specified the Approval Type as Person which uses approval process : Service Request - Ad Hoc in the backend. So I will configure reminder notification for process Service Request - Ad Hoc in AP:Administration form and similarly we need to configure the same for other process if you have other processes configured.

 

3. Go to AP:Administration form and enable reminder notification settings and create new signatures for Still Pending and Still Pending (repeat).

AP:Process Definition : - There are three escalation tabs each for different priority. You need to add entries in all three tabs because approval priority is selected depending of request priority which can be any of three.

 

Go to AP:Administration.

Select the process : "Service Request - Ad Hoc" from menu. (It can be different in your case depending your requirement)

Go to Process tab and open the process Service Request - Ad Hoc.

It will open another tab with form name: AP:Process Definition for process Service Request - Ad Hoc

Select escalation tab one by one and configure reminder configuration as per below:

 

 

The first section is First Interval which define when first reminder approval should be sent after approval signature is generated and approval email is sent and it will use Notify On value as Still Pending in AP:Notification form.

The second section defines the interval to send second and later reminder approvals after first reminder approval is sent. It uses Still Pending (repeat) as Notify On value in AP:Notification form.

 

AP:Notification form.

You need to create new record for first Interval and repeat interval reminder notifications.

Still Pending

 

 

Still Pending (repeat)

 

 

NOTE: I have used any value in Message field in Details tab in AP:Notification form because there are some hardcoded workflows in SRM which validates Notification tag so it does not matter if you specify here OOTB notification tag or custom tag or any value.

 

Scenario 1:  Generate reminder notification for approval using OOTB notification tag: SRM-REQ-Approver_Notification

 

Now with prerequisite configurations we already have for reminder approval which is common in both the scenarios, you need to just make one change in filter qualification so that First reminder and Repeat interval reminder notifications will be generated.

 

Login to Developer studio with Administrator credentials.

Go to AR System Navigator

All Objects

Filters

Search for filter: SRM:SDS:Notify_Approvers.

Create overlay of the filter:

You need to modify the qualification as per below:

Original Qual : ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign"))

New Qual: ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign") OR ('TR.Notification Command' = "Still Pending") OR ('TR.Notification Command' = "Still Pending (repeat)"))

Save the filter.

 

Once you make this change, you will always get OOTB SRM approval emails as reminder for first interval as well as in repeat interval.

 

Scenario 2:  Generate reminder notification for approval using custom notification tag and keeping original approval as OOTB

In this scenario, we are going to introduce custom notification message for reminder notifications which will be different than original approval emails.

Also, we could use two different notification messages for first interval and repeat intervals.

 

1. Creating custom notification message tags in SYS:Notification Messages form using existing message tag : SRM-REQ-Approver_Notification.

First we will create notification message tag for First Interval.

Notification Message tag: SRM-REQ-Approver_Notification_FirstInterval

Company: - Global -

Module Name: Request Management

Support Staff Event: Yes

Notification Event: Approval

Form Name: SRM:RequestApDetailSignature

Email Subject Line: 1st Reminder for your service request approval with ID: #RequestNumber#

Email Message Body: You can use same message body as message body from tag: SRM-REQ-Approver_Notification

Email Template Name: You can use same template as OOTB or custom one.

save the record.

Similarly, create another message tag for repeat interval reminder notifications.

Notification Message tag: SRM-REQ-Approver_Notification_RepeatInterval

Company: - Global -

Module Name: Request Management

Support Staff Event: Yes

Notification Event: Approval

Form Name: SRM:RequestApDetailSignature

Email Subject Line: Repeat Reminder for your service request approval with ID: #RequestNumber#

Email Message Body: You can use same message body as message body from tag: SRM-REQ-Approver_Notification

Email Template Name: You can use same template as OOTB or custom one.

save the record.

 

2. Creating custom filter to process reminder notification using custom message body with custom notification tag.

Login to Developer studio with Administrator credentials.

Go to AR System Navigator

All Objects

Filters

 

Search for filter: SRM:SDS:Notify_Approvers and open the filter.

Go to File menu- save as with name - SRM:SDS:Notify_Approvers_FirstInterval

The new filter will be created.

Modify the run if qualification of the filter and save the filter.

Original qual : ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign"))

New Qual: ('Notification List' != $NULL$) AND ('TR.Notification Command' = "Still Pending")

Also, open the push field mapping in first action, change the mapping for one field.

From: z1D Action = "Notify Approver"

To: z1D Action = "Notify Approver First"

Save the filter.

Again open the filter SRM:SDS:Notify_Approvers and save as again with new name: SRM:SDS:Notify_Approvers_RepeatInterval

The new filter will be created.

Modify the run if qualification of the filter and save the filter.

Original qual : ('Notification List' != $NULL$) AND (('TR.Notification Command' = "New Signature") OR ('TR.Notification Command' = "Reassign"))

New Qual: ('Notification List' != $NULL$) AND ('TR.Notification Command' = "Still Pending (repeat)")

Also, open the push field mapping in first action, change the mapping for one field.

From: z1D Action = "Notify Approver"

To: z1D Action = "Notify Approver Repeat"

Save the filter.

Open another filter: SRM:REQ:Notify_Approver

Save it as SRM:REQ:Notify_Approver_FirstInterval and it will create new filter.

Change the qualification of the filter:

From: ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver")

To : ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver First")

 

Also in first set field action, change mapping for field z1D Notification Message Tag.

From: z1D Notification Message Tag = "SRM-REQ-Approver_Notification"

To: z1D Notification Message Tag = "SRM-REQ-Approver_Notification_FirstInterval"

Save the filter.

Open same filter again: SRM:REQ:Notify_Approver

Save it as SRM:REQ:Notify_Approver_RepeatInterval and it will create new filter.

Change the qualification of the filter:

From: ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver")

To : ('NT_ApproverNotification' = "Notify Approver") AND ('z1D NT Remedy Login ID' != $NULL$) AND ('z1D Action' = "Notify Approver Repeat")

 

Also in first set field action, change mapping for field z1D Notification Message Tag.

From: z1D Notification Message Tag = "SRM-REQ-Approver_Notification"

To: z1D Notification Message Tag = "SRM-REQ-Approver_Notification_RepeatInterval"

Save the filter.

 

Now, with these changes you should get separate reminder notification for first interval and different one for repeat interval and OOTB as first approval e-mail.