Service requests with Approvals

[Harold Prestage]

I picked up an issue today where service requests with approval don't complete automatically when they get declined via email, the process works when you decline it via the service desk project, should an automated step be built in to transition the request to decline/ complete

[Joseph Chung Yin]

@Harold Prestage -

You should look into your project's WF configuration setup, the out of the box WF associated with this issue type in JSM will automatically transition to the "RESOLVED" status and the Resolution field set to "Declined".

Approval/Decline action can be conducted either by email notification or via the portal UI based on the Approval event (Customer Notification Configuration) for the issue approver.

If you are using the out of the box WF listed above, then you should not need to create any further automation rule. 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.