Set up an Approval Workflow with 2 different types of emails sent (depending on the approval result)

[Michaël Monserrat]

Hello,

I would like to set up an Approval Workflow with 2 different types of emails sent to the customer depending on the approval result.

The standard resolution email in case of approval of the request.

A specific mail in case of refusal.

In the WF I am currently testing, the client receives the resolution mail in both cases.

If I add a personalized notification based on the refused status, the client receives a standard resolution email with the text of the personalized email.

Is it possible to do what I want without using an addon?

Thank you, in advance, for your help.

[Liam Green · Accepted solution]

Hi @Michaël Monserrat 

Automation for Jira now comes with Jira as standard, not an addon anymore.

I've only just started using it myself, but looking at what you want I think you should be able to accomplish it with Automation.

The following link should be of assistance though - it pulls together all the information about Automation.

https://community.atlassian.com/t5/Automation-articles/Welcome-to-the-Jira-automation-community/ba-p/1388465

Hope that helps!

Regards, Liam

[Michaël Monserrat]

Hello @Liam Green,

Thank you for your help.

With Automation the client would indeed receive an email, but since the refusal is the last operation in the WF he will also receive an email indicating that his request is resolved.

This is misleading and the user may think (if he is not careful) that his request has been accepted.

That's why I would like, if possible, that the client receives only one email in case of refusal.

Best regards.

[Michaël Monserrat]

Hello @Liam Green ,

I found a solution.

At the transition to the rejected state, it is necessary to change the order of the publishing functions to place the resolution change just before the indexing step.

This avoids sending the resolution email that is defined in the customer notifications.

Just add, as you suggested, an automation with "Automation for Jira" to send a mail about the transition change.

Best regards.