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Approval/Denial for Service Request through email

We have developed an approval process for each department VP to receive an email when a service request is entered that needs approval. We can't find a way for them to approve/deny with a comment through email. If they are out of the office we don't want them to have to VPN in to do this step. What are we missing to make this happen?

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jstinson1

Check to make sure you have E-mail selected as the option for Ticket-Approval Method. You can find this setting in Setup, Clients, and then option; it's about the seventh option down.

Also, make sure the client has an e-mail assigned to them in WHD, and they don't have multiple client accounts. If they have multiple accounts, WHD will get confused on which one to send it too.

brendas

We have that marked in Clients and our client database is populated by our AD so it has all a clients information listed. They get the email but when you click on the box to approve it wants to open up WHD and then you click confirm. We just want them to be able to do this from email.

jstinson1

Ok, Under Incoming mail accounts in setup, make sure the Enable E-mail Tickets box is checked. If this box is not checked, WHD will not accept any incoming e-mail tickets. So when clients click on the link, it knows WHD will not receive incoming mail, so it attempts the open the site for them.

The e-mail approval request will look different as well. Notice when I hover over the links, the one with the E-mail tickets box checked shows an e-mail address link, and the one without the E-mail tickets enabled shows my WHD site link.

Approval e-mail with the enabled e-mail box checked.

Approval e-mail without the e-mail box checked.

brendas

That fixed my issue but turning that on created a whole new issue. Peoples random emails starting creating tickets everywhere in WHD. That turned scary for a minute.