Question and Answer - Why aren't my approval emails being sent :-)

[Mark Higgins]

Hello,

I've just spent the best part of 3 hours, chasing my tail, so I thought I'd be vunerable so that others save time.

My emails for Approvals, where not being sent, even though on the ticket, it showed the Approver, and the buttons.

To cut a long story short:

1. OOTB - Service Request with Approvals goes straight to Waiting for Approval.

2. If you have the Approver on the Request screen, no issue.

3. If you want to set the Approver, by going to read an item in Assets. Issue.

You see, when you are trying to do Item 3, the Approver field hasn't been set, when the status is transitioned to 'Waiting for Approval'

The automation rule, that sets the Approver,  does so after the item has transitioned, so NO EMAIL.

Which caused me an issue, because you go to the ticket, and everything looks good.

You see, the status at 'Waiting For Approval', you see the Approver having been set.

The penny dropped, when I added the Approver to the Request screen. No Issue.

Answer

What is needed is an OPEN status at the beginning of OOTB Service Request with Approval.

So, when the ticket is created, it moves to OPEN.

Then the automation rule that you use to get the Approver from Assets, transitions the ticket to Waiting for APPROVAL, after the Approver has been set, and re-fetched.

Then your emails will appear

Cheers

Mark

[Marc - Devoteam]

Hi @Mark Higgins 

Can you provide details on the user in assets, does the user have a user attribute populated with the Jira user?

Also see this KB article; how-to-auto-populate-approvers-from-asset-objects-attributes-using-automation-in-assets