I am trying to set an automation so an email is sent to the requestor when their request is approved

[Ashley Robson]

I am trying to set an automation so an email is sent to the requestor when their request is approved

It shows No actions Performed in the audit and the email isnt sent and the customer note is also not sent  

[Evgenii]

Hi, @Ashley Robson 

Welcome to Atlassian Community!

There's an issue with your rule logic — you need to use an IF/ELSE condition.

Based on your screenshot, if the status is "Declined", the rule will still first check whether the status equals "Approved". Since that condition fails, the rule stops there and doesn't proceed to evaluate the "Declined" branch.

By using IF/ELSE, you ensure that only the relevant path is evaluated, and all possible outcomes are handled correctly.

[Ashley Robson]

Thank you for your answer I changed it and it still shows no activity 
The logic appears correct but none of the steps are occuring< I know im missing something Please help :)

[Ashley Robson]

{"cloud":true,"rules":[{"id":29785107,"clientKey":"e120d5a8-376f-3175-810a-8a452a61618f","name":"Auto-Close Travel Request After Approval or Decline","state":"ENABLED","description":"","authorAccountId":"712020:ef89f157-bd75-4e8e-90be-06125d404786","actor":{"type":"ACCOUNT_ID","value":"557058:f58131cb-b67d-43c7-b30d-6b58d40bd077"},"created":1753787197753,"updated":1753912376839,"trigger":{"id":"719977178","component":"TRIGGER","parentId":null,"conditionParentId":null,"schemaVersion":1,"type":"jira.approval.completed.trigger","value":{},"children":[],"conditions":[{"id":"719977179","component":"CONDITION","parentId":null,"conditionParentId":"719977178","schemaVersion":3,"type":"jira.issue.condition","value":{"selectedField":{"type":"NAME","value":"Request Type"},"selectedFieldType":"com.atlassian.servicedesk:vp-origin","comparison":"EQUALS","compareValue":{"type":"NAME","modifier":null,"value":"Request a Travel Approval","multiValue":false,"source":null}},"children":[],"conditions":[],"connectionId":null}],"connectionId":null},"components":[{"id":"720069544","component":"CONDITION","parentId":null,"conditionParentId":null,"schemaVersion":1,"type":"jira.condition.container.block","value":null,"children":[{"id":"720069545","component":"CONDITION_BLOCK","parentId":"720069544","conditionParentId":null,"schemaVersion":1,"type":"jira.condition.if.block","value":{"conditionMatchType":"ANY"},"children":[{"id":"719977181","component":"ACTION","parentId":"720069545","conditionParentId":null,"schemaVersion":2,"type":"jira.issue.comment","value":{"comment":"✅ Your travel request has been approved. Please raise your request in Navan \nThe ticket is now closed. Safe travels!","publicComment":true,"commentVisibility":null,"sendNotifications":true,"addCommentOnce":true},"children":[],"conditions":[],"connectionId":null},{"id":"719979903","component":"ACTION","parentId":"720069545","conditionParentId":null,"schemaVersion":1,"type":"action.send-templated-email","value":{"to":[{"type":"REFERENCE","value":"INITIATOR","additional":"INITIATOR"},{"type":"COPY","value":"customfield_10947"},{"type":"COPY","value":"customfield_10003"}],"convertLineBreaks":false,"templateContextData":{"emailName":"Travel Request Approved ","body":"{\"version\":1,\"type\":\"doc\",\"content\":[{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"✅ Your travel request has been approved. Please raise your request in Navan \"}]},{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"The ticket is now closed. Safe travels!\"}]}]}","bodyType":"ADF","subject":"Travel Request Approved ","fromEmailAddress":"jira@f1arcade.atlassian.net","fromName":"Travel Approvals","isCustomFromEmailDomain":"false"}},"children":[],"conditions":[],"connectionId":null},{"id":"719977182","component":"ACTION","parentId":"720069545","conditionParentId":null,"schemaVersion":11,"type":"jira.issue.transition","value":{"operations":[],"advancedFields":null,"sendNotifications":true,"destinationStatus":{"type":"NAME","value":"Approved"},"transitionMatch":""},"children":[],"conditions":[],"connectionId":null}],"conditions":[{"id":"720069546","component":"CONDITION","parentId":null,"conditionParentId":"720069545","schemaVersion":3,"type":"jira.issue.condition","value":{"selectedField":{"type":"ID","value":"status"},"selectedFieldType":"status","comparison":"EQUALS","compareValue":{"type":"NAME","modifier":null,"value":"Approved","multiValue":false,"source":null}},"children":[],"conditions":[],"connectionId":null}],"connectionId":null},{"id":"720069547","component":"CONDITION_BLOCK","parentId":"720069544","conditionParentId":null,"schemaVersion":1,"type":"jira.condition.if.block","value":{"conditionMatchType":"ANY"},"children":[{"id":"719977184","component":"ACTION","parentId":"720069547","conditionParentId":null,"schemaVersion":2,"type":"jira.issue.comment","value":{"comment":"❌ Your travel request has been declined. This ticket is now closed. Please speak with your manager for more details.","publicComment":true,"commentVisibility":null,"sendNotifications":true,"addCommentOnce":true},"children":[],"conditions":[],"connectionId":null},{"id":"719979904","component":"ACTION","parentId":"720069547","conditionParentId":null,"schemaVersion":1,"type":"action.send-templated-email","value":{"to":[{"type":"REFERENCE","value":"INITIATOR","additional":"INITIATOR"},{"type":"COPY","value":"customfield_10947"},{"type":"COPY","value":"customfield_10003"}],"convertLineBreaks":false,"templateContextData":{"emailName":"Travel Request Declined","body":"{\"version\":1,\"type\":\"doc\",\"content\":[{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"❌ Your travel request has been declined. This ticket is now closed. Please speak with your manager for more details.\"}]}]}","bodyType":"ADF","subject":"Travel Request Declined","fromEmailAddress":"jira@f1arcade.atlassian.net","fromName":"Travel Approvals","isCustomFromEmailDomain":"false"}},"children":[],"conditions":[],"connectionId":null},{"id":"719977185","component":"ACTION","parentId":"720069547","conditionParentId":null,"schemaVersion":11,"type":"jira.issue.transition","value":{"operations":[],"advancedFields":null,"sendNotifications":true,"destinationStatus":{"type":"NAME","value":"Done"},"transitionMatch":""},"children":[],"conditions":[],"connectionId":null}],"conditions":[{"id":"720069548","component":"CONDITION","parentId":null,"conditionParentId":"720069547","schemaVersion":3,"type":"jira.issue.condition","value":{"selectedField":{"type":"ID","value":"status"},"selectedFieldType":"status","comparison":"EQUALS","compareValue":{"type":"NAME","modifier":null,"value":"Declined","multiValue":false,"source":null}},"children":[],"conditions":[],"connectionId":null}],"connectionId":null}],"conditions":[],"connectionId":null}],"canOtherRuleTrigger":false,"notifyOnError":"FIRSTERROR","projects":[],"labels":[],"tags":[{"id":115463391,"ruleIdUuid":"019855dc-e939-753c-9aea-b3fd373a4fba","tagType":"IS_RULE_UPDATED","tagValue":"true"}],"ruleScope":{"resources":["ari:cloud:jira:a23601f2-afd0-4909-aec8-7331b0836d0a:project/10187"]},"ruleHome":{"ruleLifecycleHome":{"locationARI":"ari:cloud:jira:a23601f2-afd0-4909-aec8-7331b0836d0a:project/10187"},"ruleBillingHome":{"locationARI":"ari:cloud:jira-servicedesk::site/a23601f2-afd0-4909-aec8-7331b0836d0a"}},"writeAccessType":"UNRESTRICTED","collaborators":[],"billingType":"NORMAL","idUuid":"019855dc-e939-753c-9aea-b3fd373a4fba","partitionId":"30c17794-7a6e-408f-afd1-6a7bb132877c"}]}

[Marc - Devoteam]

Hi @Ashley Robson 

Welcome to the community.

To sent an email to the reporter of the issue, you need to use a smart value in the To: option of the email.

In the "To" field, you can enter:

• The reporter's email address using the smart value {{issue.reporter.emailAddress}}
• {{issue.reporter.displayName}}, which is the most common way.

[Marc - Devoteam]

Hi @Ashley Robson 

How is you approval configured in the JSM workflow, with the approval option or just transitions based on status change?

To use the approval trigger in an automation, in a workflow an approval has to be configured, see

add-an-approval-to-a-workflow 

[Ashley Robson]

Marc this may be obsecure would I be able to have a video call with you to walk through ? 

[Marc - Devoteam]

Hi @Ashley Robson 

Can you provide a screenshot of the workflow and the status where the approval is configured?

[Ashley Robson]

I want the workflow to run off approval and then be set to done 

[Marc - Devoteam]

Hi @Ashley Robson 

Please select the status "Waiting For Approval", is the checkbox "Include Approval Step" checked, if so what is the configuration look like?

[Ashley Robson]

do you mean this ?