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Adobe Sign Setup

Adobe Sign integrates with Agiloft to provide e-signature solutions for contract and document management customers. Integrating Adobe Sign with a knowledgebase enables you to send documents in the form of agreements/envelopes and allow recipients and senders to sign them using Adobe Sign. The agreement and sending status are then updated automatically in the KB. For more information on Adobe Sign pricing and user management, see E-signing Integrations

This topic describes the setup process for an administrator to integrate Adobe Sign with a knowledgebase. To use Adobe Sign for contract management and other e-signing requirements, see Manage Documents with Adobe Sign.

For more information on the tables and and fields used in this integration, see the setup for the Standard system or the setup for the ITIL system.

Useful to Know

  • Before integrating Adobe Sign with your knowledgebase, you need to consider whether to send envelopes from a single account or multiple accounts. Single accounts are simpler to maintain, but they also allow non-admin users the ability to access admin functionality on the Adobe Sign website. For more information about choosing whether to use single or multiple accounts, see User Accounts in Adobe Sign Integration.
  • Adobe Sign uses the term "agreement," which is synonymous with "envelope." Adobe Sign documents are sent in the form of envelopes, which can be purchased individually through an  Agiloft knowledgebase or directly from Adobe if you have an Enterprise account.
  • There is a size limit of 100 MB per envelope. If the total file size of the envelope exceeds that, it fails on sending.
  • If you're behind a firewall and Adobe Sign is not working properly, forward all traffic to https://your_server.fullwebname/extension/as/*.

Integrate Adobe Sign with a KB

The following steps enable you to begin integrating Adobe Sign with your knowledgebase:

  1. Navigate to Setup > Integration and look under the Adobe Sign heading:
    • If the button is labeled Configure, click it to open the Adobe Sign Setup screen and proceed to step 2.
    • If the button is labeled Deploy:
      1. Click the button to deploy the Adobe Sign configuration elements to the KB.
      2. Click OK on the message that appears. The system adds all the necessary configuration elements, which may take a few minutes. When it's complete, proceed to step 3.
  2. In the Adobe Sign wizard, select an email field from the People table that is used to identify the sender. The field that you choose determines whether you send envelopes from a single account or multiple accounts. Before proceeding, we recommend reading Single or Multiple User Accounts to determine the best fit for your situation.
  3. Click Register a New Account. The Account screen opens. 

Create an Account

Adobe Sign Developer accounts can be created for testing purposes before moving to a Production account. We recommend first creating a Developer account for testing, which can then be changed to a Production account when testing is complete. For testing in development, register a separate account from the main account you intend to use in production. For more information about moving from a Developer account to a Production account, see Manage Production and Development Environments.

If you are ready to create a Production account and have an existing Adobe Sign Enterprise account, and you would like to use envelopes purchased through Adobe, see Use Your Existing Adobe Sign Account with Agiloft before proceeding.

  1. On the Account screen, select whether the account is Development for testing or Production for a live environment. Note that documents produced in a Development account have watermarks.
  2. Select whether you already have an Adobe Sign account or you want to create a new account.

    • If you already have an Adobe Sign account, you can simply enter the account details in the fields below and in a later step grant Agiloft access to your account. 

      Your Adobe Sign account email address must be unique to the current knowledgebase due to uniqueness requirements in licensing. If you enter an email address already in use in another knowledgebase, you receive an error message and are unable integrate your account. It is best to use an admin or system account for this address rather than an end user account.

    • If you already have an Adobe Sign account and are also creating a Production account, choose whether to use envelopes purchased through Agiloft or Adobe. 

  3. Enter an email address for Agiloft notifications. If you are creating a Production account and enter a number in the Notify When Number of Available Envelopes is Less Than field, you are notified via email when that condition is met. 

    We recommend using an admin account for this address, and it may be the same as your Adobe Sign account email address.

  4. Complete the other required fields with the information you want to display on envelopes. Remember that if you plan to use a single shared account, the name you enter here is shown on all envelopes sent from  Agiloft.

  5. Accept the Adobe Sign terms and conditions.

  6. Click Save and close the account screen.

Grant Access to the Account

  1. In the Adobe Sign wizard, click Proceed with Account Setup.

  2. Enter the knowledgebase custom DNS URL. In your address bar, this is the first part of the URL, usually in the form

  3. Click Grant Access to Adobe Sign Connect. This opens the Adobe Sign single-sign on page where you can log in and grant access to the knowledgebase. 

    For added security, you can also enter the IPv4 server address. This filters all requests and rejects them if they don't originate from the IPv4 address. For example, if the server address changes and a request is sent to sign a document or grant access to Adobe Sign Connect, the request is rejected. Any potential fake or unwanted requests are also rejected.

  4. For new accounts, you might need to click an email verification link to proceed. Otherwise, if the single sign-on attempt is unsuccessful for any reason, navigate back to your AgiloftKB, click Grant Access to Adobe Sign Connect, and enter your Adobe Sign Credentials again. 

  5. Click Allow Access.
  6. Once the connection has been successfully established, return to the KB and click Grant Access again. Make sure the Access Granted field says Yes. At this point, you can add or edit Adobe Sign envelope actions and corresponding action buttons if necessary. For more information, see Add Adobe Sign Actions to Other Tables.
  7. Click Save.

Configure Adobe Sign Account Web Settings

You might need to adjust the Adobe Sign configuration once the account is created.

Enable Message and Send Settings

Once you have an Adobe Sign account, log in at Sign In to Adobe Sign and complete the following steps to ensure certain settings are enabled.

  1. In the Adobe Sign Account menu, select Account > Account Settings > Send Settings.
  2. If you want to use additional recipient roles like delegators and acceptors, select the appropriate values under Allowed Recipient Roles.
  3. Under Private Messages to Recipients, select "Allow senders to include a private message to each of the recipients."
    Allow private messages in Adobe Sign settings
  4. Under Signing Order, select "Recipients will sign in any order," "Allow senders to select signing order," and "Allow senders to specify hybrid routing order."
  5. Click Save.

For information on adding senders through the Adobe Sign web interface, see Add Users in Adobe Sign, or see Add Users in Agiloft to add senders through your knowledgebase.

Configure Digital Signature Settings

Adobe Sign accounts on the Adobe Sign EU1 instance in Europe have eIDAS compliant Qualified Timestamps applied by default. If your organization isn't based in Europe, but you need your signatures to be e-IDAS compliant, make sure that digital signatures are enabled in Adobe Sign under Account > Account Settings > Digital Signatures. For more information, refer to the Adobe Sign documentation about eIDAS and configuring digital signatures.

Customize Branding

With Adobe Sign, you can customize the e-signature process to reflect your own branding. For more information, refer to the Adobe Sign documentation about branding.

Add Adobe Sign Actions to Other Tables

After setting up your Adobe Sign account and granting access from an Agiloft knowledgebase, you can make the Adobe Sign envelope action available to specific tables other than the default Adobe Sign tables. This lets you send out Adobe Sign envelopes/agreements from tables of your choice.

  1. Navigate to Setup > Integration and click Configure under Adobe Sign.
  2. Select a table and click Add Action to open the Adobe Sign Action screen.
  3. Add a name and description for the action.
  4. Select an Attached Document file field from the table that holds the document to be signed.
  5. If desired, select a signature workflow. Signature workflows are used only when a signing order is not defined on the Recipients tab. However, we strongly recommend always using a signing order because it offers more predictable control over envelope behavior. If the signature workflow is left at the default value and no signing order is defined, the envelope is sent to all recipients at the same time. For more information about signing order and signature flow, see Manage Documents with Adobe Sign.
  6. Add any other information to be included in the email to the Adobe Sign recipient.
  7. Click the Recipients tab and configure each option:
    1. Number of Recipients: Indicates the number of recipients to whom envelopes are sent. The maximum number of recipients is 9.
    2. Signing Order: Determines the order in which a recipient signs, approves, and delegates. Subsequent recipients do not receive email notifications to interact with the document until previous recipients have completed the action specified by their role.
    3. Role: Determines how the recipient interacts with the document:
      • Signer: Recipient receives the document for signing.
      • Approver: Recipient receives the document for approval but is not required to sign it.
      • Delegate to Approver: Recipient receives the document and may review it, but they cannot otherwise interact with it. They must delegate it to another individual for approval by manually entering the approver's email address. The approver to which they delegate cannot be a party to the current envelope in any role.
      • Delegate to Signer: Recipient receives the document and may review it, but they cannot otherwise interact with it. They must delegate it to another individual for signing by manually entering the signer's email address. The signer to which they delegate cannot be a party to the current envelope in any role.

        To allow recipients to approve and delegate documents, you must first enable the appropriate options in your Adobe Sign account:

        1. Log in to your account at
        2. Go to Account > Account Settings > Send Settings.
        3. Under Allowed Recipient Roles, select the appropriate options.
        4. Click Save.
    4. Recipient Field: Indicates the linked field to the People table used to identify the recipient.

    5. Message: Provides an optional message to the recipient.
  8. Click Save when complete. The Adobe Sign Envelope action is added to the list of available actions in the table. This also automatically creates an Adobe Sign Envelopes tab in the table, which contains a Create Adobe Sign Envelope action button, as well as fields for Adobe Sign Envelopes and Adobe Sign Recipients.

Manage Agreements/Envelopes

If you're using a Production account, you can purchase envelopes directly through the Adobe Sign wizard in Agiloft:

  1. Navigate to Setup > Integration and click Configure under Adobe Sign.
  2. Click Manage Account and go to the Envelopes and Payments tab.
  3. Click Buy Envelopes once the Production account has been authenticated. This opens the Adobe Sign payment screen. The current pricing tiers will be displayed at the top.
  4. Choose a payment method. You can either pay by credit card or by invoice. 
    • If paying by card, add the card details to the fields and click Buy. This processes the purchase through your own card.
    • If paying by direct invoice to  Agiloft, you should have a payment agreement prearranged. Enter a number of envelopes and click Buy. 

You can navigate back to this screen at any time to see the current status of your available envelopes and payment history.

For more information on envelope pricing, see E-Signing Integrations. If you have an existing Adobe Sign Enterprise account, you can also purchase envelopes through Adobe and use them in  Agiloft. For more information on using an existing Adobe Sign account, see Use Your Existing Adobe Sign Account with Agiloft.

Manage Development and Production Environments

A single knowledgebase can be used to both test the Adobe Sign integration in development and then use it in production. Once testing has been completed successfully, perform the following steps to change the account type to Production:

  1. In  Agiloft, navigate to Setup > Integration and click Configure under Adobe Sign.
  2. Click Deactivate Account to disconnect the Development account.
  3. Click OK in the confirmation dialog.
  4. On the Integration screen, again click Configure under Adobe Sign.
  5. Click Register a New Account.
  6. Select the Production checkbox.
  7. Register a new Production account by following the steps above to create an account.

Recommended Migration Process

Due to the complications inherent with migrating user accounts in Adobe Sign, we recommend a process of testing and then migration:

  1. Set up a development knowledgebase with test accounts for Adobe Sign.
  2. Perform testing to make sure the signature process works as desired.
  3. Export the relevant entities, such as the Adobe Sign Envelopes table and relevant action buttons in other tables, to a production knowledgebase.
  4. In the development knowledgebase, deactivate the Adobe Sign integration and remove the test accounts.
  5. In the production knowledgebase, set up the real user accounts for Adobe Sign.

This process prevents situations where the user accounts need to be unlocked manually with Adobe Support. If you need to unlock accounts with Adobe Support, see Using Senders with Existing Adobe Sign Accounts.

Retrieve Audit Reports

In Agiloft version 2019_01 and later, you can automatically retrieve the Adobe Sign Audit Report with the signed document via email. The Audit Report is generated by Adobe Sign and includes details about the document, its creation, its signing status, and transaction information.

  1. Click Setup Adobe Sign Envelopes to access the Table wizard.
  2. On the Layout tab, add the Include Audit Report with Signed Document field to the layout and save your changes.
  3. Select Yes in the field for an Adobe Sign Envelope record. You can also use a rule to automatically set this field to Yes.

You can also view the Audit Report from within your Adobe Sign account. For information on the required steps and permission settings to view audit reports, see Adobe's Agreement History and Audit Report help guide.