Defining the Approve workflow step

CRM Workflows supports an Approve action step that can be added and defined in the CRM Workflow Designer tab. The Approve step replaces the Approval step and used to define the required approval or set of approvals. You can define multiple approvers or observers and set the approval requirement based on a number or percentage.

  1. Select Integration > Integrations. The Integrations list page is displayed.
  2. Click CRM Workflow. The Integration detail page is displayed.
  3. Click the Workflows tab.
  4. Click the Workflow Name. The CRM Workflow Definition detail page is displayed. See Using the Workflow Definition detail view
  5. Click the Workflow Designer tab.
    Note: You can also create an Approve step. See Inserting a new CRM workflow step
  6. Click Settings to define or modify the Approve step.
  7. Specify this information on the General tab:
    Caption
    The text that displays as a label.
    Delay Duration
    The numeric value for a number of days, hours, or minutes after the previous step to delay before this step is generated.
    Delay Increment
    The Days, Hours, or Minutes after the previous workflow step to delay before this step is generated.
    Edit Condition
    Define the condition criteria that must occur before the step is generated.
  8. Specify this information on the Template tab.
    Subject
    The text that must be displayed in the email subject. Use the @- mention user interface to include dynamic CRM content in the subject content.
    Note:  The @ character is not displayed if the @ character is preceded by an alpha or numeric character without a space. Examples:
    • Typing name@ does not display the @ character.
    • Typing name@ displays the @ character.
    Email Body
    The text that must be displayed in the email body. Use the @- mention user interface to include dynamic CRM content in the email body.
    Note:  The @ character is not displayed if the @ character is preceded by an alpha or numeric character without a space. Examples:
    • Typing name@ does not display the @ character.
    • Typing name@ displays the @ character.

    Format the text content of the email template. Possible values:

    • Bold, italic, or underlined content
    • Numbered or bulleted lists
    • Multiple font sizes supporting heading levels of 1 through 6, along with the normal paragraph font size
    • Font color and background color selections
    • Standard browser fonts of Sans Serif and Serif
    • Left, right, and center text alignment
    Note: Use the Tx icon to clear all formatting from the selected text.
  9. Specify the email recipient related data on the Recipients tab:
    1. Specify in the To(CRM Approvers) or CC(CRM Observers) fields one or more email addresses or use the @mention user interface to include CRM users, teams of users, or departments of users in the set of CRM Workflow approvers. Possible scenarios:
      • Adding a User: Enter @ followed by a user field. For example, AccountManager or Owner.
      • Adding a Team: Enter @ followed by the name of the team to send the email to all users on the team. For example, @Global
      • Adding a Department: Enter @ followed by the name of the department to send the email to all users on in the department. For example @Marketing
      Note: 
      • Multiple addresses must be separated by semicolons.
      • Properties and the related entity email properties are available displayed only if the Expose to Workflow field or property attribute is set to True. For example, for the Return.Returned By field to be available, the Return.ReturnedBy relationship to the Expose to Workflow Contact entity attribute must be set to True.
      • For custom email properties the data Type property or field must be set to Email. All standard email properties have a type of Email.
    2. Press Enter or click out of the field to add the entries to the distribution list.
    3. Use the check boxes in each grid row to determine if the intended recipient of a user or owner field token is the user, user’s manager, or both. If the token field is a user or owner field, and you clear all of the check boxes, then there will be no recipients for that token.
      Note: These check boxes are editable only for user or owner field tokens. If the owner of a record is a team or department, the Send to user’s manager selection is not considered since departments and teams do not have a manager. Possible scenarios:
      • Sending an email to the user: Select the Send to check box and clear the Send to user's manager check box.
      • Sending to an email to the user’s manager: Clear the Send to check box and select the Send to user's manager check box.
      • Sending the email to user and the user’s manager: Select the Send to check box and select the Send to user's manager check box.
    4. Click Remove, to remove an item from the grid.
    5. Click the Maximize or Minimize arrow to display or hide a grid
  10. Click OK to save the approve step.
    Note: 
    • Create and define the next step if the approve step is completed:
      1. Click the Add icon in the Approve step.
      2. Click Complete in the Select a result window.
      3. Select the required step action to update.
      4. Click Settings to define the step.
    • Create and define next step if the approve step results in an error:
      1. Click the Add icon in the Approve step.
      2. Click Error in the Select a result window.
      3. Select the step action to update.
      4. Click the Settings option to define the step.
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