Hello All,
Ever came across a requirement in which you have to send a document to the Customer or/and Employee and get it digitally signed? Let's make this easy with simple scenario.
Scenario:
Let us get a better understanding of the scenario. We had an Order Confirmation document which we wanted to get digitally signed by the Customer, and later signed by the company AVP. After when the signature procedure was completed, it was then sent to ServiceNow and then Order Confirmation process was completed.
Solution:
We at Infocenter have implemented one such functionality for this requirement in a very simple way using DocuSign.
- We have implemented this functionality to digitally sign Order Confirmation and Authorization Letter by Customer and Company employee (i.e. AVP of Sales / G.A.S Representative)
- We have used the DocuSign API and used the Envelope endpoint for this functionality.
Implementation:
DocuSign Functionality for Order Confirmation:
- We have created a UI Action Form Button i.e. ‘Send For DocuSign’ on the Order Confirmation form (refer photo below).
(Note: We have a UI Action called “Add Order Confirmation Attachments” on the form which attaches the documents to the Order Confirmation record)
- This button ‘Send For DocuSign’ will be visible on the form once the Order confirmation gets approved from approvers.
- We have also created a field called ‘DocuSign Status’ on the form which has the default choice ‘Not Yet Signed’.
- If we click on the button ‘Send For DocuSign’, a popup will appear on the screen which will have all details of customer i.e. Company name, Customer name, Title, Email id and will also have two buttons Confirm and Cancel.
If you Click on ‘Confirm’:-
- The Order Confirmation PDF document will be sent to the Customer on their email address for signing through DocuSign and the DocuSign status field changes to ‘Sent To DocuSign’.
- The customer can then access the email and navigate to DocuSign to add/attach the signature to the document.
- Once the customer adds a signature to the document, he submits the signed document. As soon as the signed document is submitted, the same document is sent via email to the AVP of Sales which is selected on the Opportunity form for signing.
- Once the AVP of Sales also signs the document and submits it, the signing procedure gets completed from DocuSign.
- Once the signed document is submitted by the AVP, we have added our ServiceNow email in the next process so that the signed document will be returned back to our ServiceNow instance.
- Once we receive the signed document email from DocuSign in our instance, an inbound email action will be triggered and the following actions will be performed on the Order Confirmation record:-
- We will replace the signed document with the unsigned document.
- We will set the ‘DocuSign Status’ field to ‘Signed Successfully’.
- We will set the ‘Order Confirmation Signed by Customer’ field to ‘true’
- We will set the ‘Signature date’ field with the current date.
If you Click on ‘Cancel’:-
- Popup will be closed from the screen and you will return to the current page.
DocuSign Functionality for Authorization Letter:
- We have created a UI Action Form Button i.e. ‘Send For DocuSign’ on the Authorization Letter form (refer photo below).
(Note: We have a UI Action called “Add Authorization Letter Attachments” on the form which attaches the documents to the Authorization Letter record)
- The button ‘Send For DocuSign’ will be visible on the form once the Authorization Letter gets approved from approvers.
- We have also created a field called ‘DocuSign Status’ on the form which has the default choice ‘Not Yet Signed’.
- If we click on the button ‘Send For DocuSign’, a popup will appear on the screen which will have all details of customer i.e. Company name, Customer name, Title, Email id and will also have two buttons Confirm and Cancel.
If you Click on ‘Confirm’:-
- The Authorization Letter PDF document will be sent to the Customer on their email address for signing through DocuSign and DocuSign status field changes to ‘Sent To DocuSign’.
- The customer can then access the email and navigate to DocuSign to add/attach the signature to the document.
- Once the customer adds a signature to the document, he submits the signed document. As soon as the signed document is submitted, the same document is sent via email to the G.A.S Representative which is selected on the Opportunity form for signing (refer photo).
- Once the G.A.S Representative also signs the document and submits it, the signing procedure gets completed from DocuSign.
- Once the signed document is submitted by the G.A.S Representative, we have added our ServiceNow email in the next process so that the signed document will be returned back to our ServiceNow instance.
- Once we receive the signed document email from DocuSign in our instance, an inbound email action will be triggered and the following actions will be performed on the Authorization Letter record:-
- We will replace the signed document with the unsigned document.
- We will set the ‘DocuSign Status’ field to ‘Signed Successfully’.
- We will set the ‘Order Confirmation Signed by Customer’ field to ‘true’
If you Click on ‘Cancel’:-
- Popup will be closed from the screen and you will return to the current page.
This is how we can get a document digitally signed by a customer using DocuSign and get that reverted back to ServiceNow. You can also add stages when the document is sent to Customer, and the company AVP as in our case, we had two stages which is Customer and the MVP/G.A.S Representative. Let us know if you have any queries regarding this, in the comment box below.
Please mark as helpful if it helps. Take care.
Thanks!
Aniket Bhanse
Solving complex scenarios at Infocenter
