Situation: I am working on a workflow with two consecutive approval statuses A and B. I have activated the email notification “approval required” under Customer Notifications. When the ticket changes to status A, no email notification is sent. When the ticket changes to status B, an email notification is sent. Status A is the status after the create transition. Status B follows after the approval in status A.
Further information:
- When I create a request in the service portal, the request type and the approvers are stored in the ticket.
- I have added the postfunction “Update issue status” to the create transition (transition to status A).
Assumption:
- After creation the ticket goes to status A and after approval to status B. The problem must be something to do with the initial creation of the ticket.
Questions:
- Why do the approvers not receive an e-mail notification after I have created the ticket?
- Which event and which conditions are necessary to trigger the “approval required” notification?
