Hi All ,
We have a requirement , where in case processing , we will be needing email approval to take further action on the case. In case , the email approver ( to whom we will be requesting approval ) is absent /or moved out of his role → We need to have a feature , where business can send a custom email to a different User ( who will be the new approver ) and this User will provide approval .
Consider this :- We can have OOTB email approval feature for happy path ( where the email recipient will be present ) .
We need some suggestion on handling the non happy path ( where the email recipient will not be present) .
On a high level, we are planning to do it like below :-
- we can have a SLA in the approval assignment -which will notify one business user( Say User 1) ( i.e. say after 2 days also , if no action is being happening from the original recipient )
- User1 will log in to PEGA .We will add one Menu to workobject . In that menu, will use Rich text editor to write email and one Pick list to choose recipient . Will be doing some customization in the back end to include OOTB approve /Reject button in It. Thus, User 1 will choose the new recipient( Say User 2) from a Pick list and will send email .
- User 2 will receive a similar email like how the original recipient would have received with some custom message that User 1 , would be putting for User 2 .
- User 2 will click Approve/Reject and case in PEGA needs to be processed accordingly .
Can some one please suggest:-
- Whether the above approach will work or not ?
- Is there any better option /OOTB feature feature present to handle this situation ?
Note :- We are Using Theme Cosmos and we are on PEGA cloud 8.7.5
