How to Enable SolMan Incident Approval Directly from Email in SAP Solution Manager?

[prakash1926]

Hello everyone,

In SAP Solution Manager, when a user creates a ticket, an email notification is automatically sent to the department manager for approval. Currently, the department manager needs to log into SAP Solution Manager to change the ticket status from 'Open' to 'Release.'

I want to enhance this process so that the department manager can approve the ticket directly from the email notification itself. Specifically, when the manager clicks 'Approve' in the email, the ticket status in SAP Solution Manager should automatically update from 'Open' to 'Release.'

My questions are:

1. How can I integrate this functionality with the email triggered by SAP Solution Manager?

2. Is it feasible to implement this kind of email-based approval within SAP Solution Manager?

Any guidance or suggestions would be greatly appreciated!

Thank you!

[Vera_Jiang]

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[Vera_Jiang · Accepted solution]

Dear Customer, 

For ChaRM documents Request for change there is an approval process. In both cases ITSM incident or ChaRM document, this is consulting and the way to achieve this is following what it is indicated in the SPRO point "Make Workflow Settings for Request for Change Approval".

The following link should also be useful:
https://community.sap.com/t5/technology-q-a/charm-approval-settings-email-functionality-in-change-re...

Best regards,
Vera Jiang