Approval Reminders

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Introduction

Approval reminders are automatically sent to approvers to remind them to take action on an automated workflow, helping to ensure timely responses and to reduce delays in processes.

Reminders can be helpful in preventing high-priority and critical requests from remaining in a pending state for extended periods because no action (approval or decline) is taken.

An administrator can modify the interval between approval reminders or set the interval to zero to eliminate all reminders.

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Setup > Global Settings > Notification Settings

Where approval reminders work

Approval reminders apply to automated approval workflows in Service Desk in:

• Changes
• Change catalog
• Service catalog
• Solutions
• Tasks and pending approvals
• Releases
• Runbooks

How approval reminders work

The default setting for the number of days between approval reminders is one day. An administrator can change that interval. See Notification Interval for Approval Reminders.

Reminders are no longer sent after:

• The limit of ten reminders is reached.
• The ticket requiring the approval is closed.
• The request is approved or denied due to other approvers and the approval is no longer needed (for example, 50% of approvals are requested and approved).

Administrators can modify the contents of the reminder emails through Global response templates.

ESM customers

ESM service provider administrators can modify the interval period. Each ESM service provider can also set the interval period to zero to eliminate all reminders for their service provider.

Audit log

A new entry is added to the audit log every time an approval reminder is sent.

Notification template

You can create a notification template specifically for approval reminders. There you can modify the layout and customize the email content. See Email notification templates.