Approver can't receive notification

[Lan Dang _Tyme_]

I setup a workflow on JSD with 1 step approval. It's working as expectation.

But if I add an automation rule to change the Approver , it don't send email approval to new approver.

[Benjamin]

Hi @Lan Dang _Tyme_ ,

The Approver step should auto place an approver or a list of possible approvers. Also be able to choose how many is needed to approve to move the ticket.

What is the need for an automation rule to change the approver if one can be set by the approval on the workflow?

If you still need the automation rule and it continues to have issue, you can add an action also to the rule to alert or e-mail out.

Thanks,

Ben

[Lan Dang _Tyme_]

Hi @Benjamin , my scenario is: for the normal permission we have a list of approvers, 1 of them can approve the request and I already setup in the workflow with default value in approver field.

But if customer need a permission higher (admin) we will need change the approver to next level to review. So I created an automation rule to change the approver if it match the permission condition.

I expect it will send an email approval to approver when when the automation rule trigger.

[Benjamin]

Got it. You need to set the e-mail or alert action in your automation rule trigger in order for anything to be sent to the intended person.

-Ben

[Lan Dang _Tyme_]

Hi @Benjamin ,

I can't find the alert action on automation, I only can find the option send email with the customize content. But I expect it will send the approval email as below

[Benjamin]

It will send an e-mail base on what you set in the body.

Another option is to have your automation transition to another status where it needs higher approval  In the higher approval status, have the list higher permission approvers. It will trigger an e-mail from there as well.

-Ben

[Lan Dang _Tyme_]

Tks @Benjamin for your suggestion, I will looking on that one.

However, about the body of the email. Do you do how to setup like above?

[Benjamin]

@Lan Dang _Tyme_  - You could setup something similar but I am unsure that it will have the buttons doing the automation way. You would just give put a message to login to this ticket to approve or decline.

I would recommend going with the suggestion I provided to utilize the e-mail functionality of the approval feature in place. 

-Ben