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Approvals via Email

Question asked by Aastha Malhotra on Oct 15, 2020
Latest reply on Oct 22, 2020 by Aastha Malhotra

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Hi,

We are trying to get the approvals done via Email directly by clicking on the Accept or Reject link i.e using the OOTB Variables ${ValidReplyAnswers} but once we click on Accept or Reject it is re-directed to Mail window where it is asking to create an account. Can someone please guide here which account needs to be added and why because ideally it should work normally as it is working on UI. Please suggest and let us know if we are missing something. For reference I am attaching the screenshots.

Thanks in Advance.

Dipendra Shrestha

Oct 15, 2020 1:52 PM

Correct Answer

Change your default mail client in Windows. It is set to the Mail app rather than Outlook(if you are using outlook). Search for keyword "default app" in Windows search bar and you can set what client you want to use there. If you want to use the mail app, reach out to your IT on how to set that up for your email account. Same goes with the default app if you have trouble setting it up.

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Ian Staines

Oct 15, 2020 1:42 PM

The email approval process uses email to send the response from the client back to the RSA IG&L server. The email must come from someone.

The dialog you are showing is a property of the email client you are using and it seems to be saying that this user does not have an account to send email.

This is a configuration issue with this particular mail client that you are using for testing and not specific to RSA IG&L or this IG&L solution.

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Dipendra Shrestha

@ Ian Staines on Oct 15, 2020 1:52 PM

2 people found this helpful

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Aastha Malhotra @ Dipendra Shrestha on Oct 16, 2020 6:05 AM

Hi,

Thank you for the help, the above functionality worked for me. I had changed the default mail client to outlook, now the mail is being sent but the request in RSA IGL is still stuck in the Approvals phase. Can anyone please suggest what could be the issue and where am I missing? Attached is the screenshot for the mail.

Thanks in Advance.

Aastha Malhotra

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Mostafa Helmy

@ Aastha Malhotra on Oct 16, 2020 9:55 AM

This might be a problem with the IGL server connecting to the configured mailbox.

Login as an administrator and go to Admin > Email > Test Email, and see whether the inbound / reply email test is successful.

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Ian Staines

@ Mostafa Helmy on Oct 21, 2020 4:01 PM

Were you able to resolve the second issue?

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Aastha Malhotra @ Ian Staines on Oct 22, 2020 1:01 AM

Yes, I was missing something else.

Thanks,

Aastha

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6 Replies

Ian Staines Oct 15, 2020 1:42 PM
Mark Correct
Correct Answer
The email approval process uses email to send the response from the client back to the RSA IG&L server. The email must come from someone.

The dialog you are showing is a property of the email client you are using and it seems to be saying that this user does not have an account to send email.

This is a configuration issue with this particular mail client that you are using for testing and not specific to RSA IG&L or this IG&L solution.
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- Dipendra Shrestha @ Ian Staines on Oct 15, 2020 1:52 PM
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  Correct Answer
  Change your default mail client in Windows. It is set to the Mail app rather than Outlook(if you are using outlook). Search for keyword "default app" in Windows search bar and you can set what client you want to use there. If you want to use the mail app, reach out to your IT on how to set that up for your email account. Same goes with the default app if you have trouble setting it up.
  2 people found this helpful
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  - Aastha Malhotra @ Dipendra Shrestha on Oct 16, 2020 6:05 AM
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    Hi,
    Thank you for the help, the above functionality worked for me. I had changed the default mail client to outlook, now the mail is being sent but the request in RSA IGL is still stuck in the Approvals phase. Can anyone please suggest what could be the issue and where am I missing? Attached is the screenshot for the mail.
    
    Thanks in Advance.
    
    Aastha Malhotra
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    - Mostafa Helmy @ Aastha Malhotra on Oct 16, 2020 9:55 AM
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      Correct Answer
      This might be a problem with the IGL server connecting to the configured mailbox.
      
      Login as an administrator and go to Admin > Email > Test Email, and see whether the inbound / reply email test is successful.
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      - Ian Staines @ Mostafa Helmy on Oct 21, 2020 4:01 PM
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        Were you able to resolve the second issue?
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        Aastha Malhotra @ Ian Staines on Oct 22, 2020 1:01 AM
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        Yes, I was missing something else.
        
        Thanks,
        Aastha
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