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Workflow Request Email Notifications

Workflow Notification Emails are automated alerts sent to users involved in the submission and approval process of workflow requests. These notifications are critical for ensuring timely review, approval, or rejection of submitted workflows within the software.

This document outlines the logic and behavior of the email notification system related to workflow requests.

Email Delivery Requirements

To ensure successful email delivery, the following prerequisites must be met:

  • SMTP Integration: A functional and enabled SMTP integration must be present and properly set up in the tenant. This includes valid SMTP server credentials, connectivity, and authentication settings.

  • Tenant URL: Within the SMTP Integration settings, the Tenant URL must be defined in the expected format: 

    https://<host>:<port>/ztna/<TenantName>/<SiteName>

    • The software uses this Tenant URL format to correctly generate links within the email notifications.
    • Failure to define the valid Tenant URL in this format may result in broken or invalid links in the approval emails.

  • User Email Addresses: All participants in the workflow (approvers and requester) must have a valid email address associated with their user profile; local or external. Users without an email address will not receive any email notifications.

Email Notification Triggers

Initial Submission

When a user submits a workflow request that requires interactive approval:

  • The software identifies the Approver(s) defined in Level 1 of the workflow form.
  • Each Approver receives an email notification indicating that a new workflow request is pending their review.

The email includes:

  • Basic details of the workflow request.
  • A direct link to the approval page for convenience.

Multi-Level Approval

If the workflow form is configured with multiple approval levels, the following applies:

  • Once Level 1 approval is completed, the software advances the workflow to Level 2.
  • Users designated as Level 2 Approver(s) will then receive their respective email notifications.
  • This process repeats for all subsequent levels defined in the workflow form.

Each level only receives email notifications once the preceding level has completed its approval stage.

Final Notification to Requester

Upon final approval or rejection of the workflow:

  • The original workflow requester is notified via email.
  • The email specifies whether the workflow has been approved or rejected, along with any relevant remarks if available.

Customizing Email Notification Templates

Site Administrators have the ability to customize the content and formatting of workflow-related email notifications by modifying the corresponding templates.

Accessing Templates

All email templates can be accessed and managed from the Configuration > Templates page.

  • Templates are written in HTML.
  • The Body field includes in-app help documentation describing the available placeholders (variables) that can be used to dynamically insert data into the email (e.g., Workflow Form name, Requested By, Message, etc.).

Modifying Workflow Email Templates

The following templates are relevant for workflow notification emails:

  • Approver Notification
    • Template Name: notify-request-approve
    • Sent to Approvers when a workflow request is submitted and the approver needs to take action.
  • Requester Notification – Approved
    • Template Name: notify-request-appproved
    • Sent to the Requester when their workflow request has been fully approved and they are notified.
  • Requester Notification – Rejected
    • Template Name: notify-request-rejected
    • Sent to the Requester when their workflow request has been rejected and they are notified.

To modify any of these templates:
1. Navigate to Configuration > Templates.
2. Locate the desired template by name.
3. Click Edit to customize the notification content including Subject and Body.

Changes to templates take effect immediately upon saving.

Note

Ensure that any modifications maintain valid HTML and the required placeholders to avoid breaking email rendering or dynamic content population.

Troubleshooting

If email notifications are not being received:

  1. Confirm that the SMTP integration is active and functioning in this tenant.
  2. Verify that the intended recipient has a valid email address in their user profile.
  3. Check the spam/junk folder of the recipient’s email client.
  4. Review the software logs for any errors or issues related to email delivery.