Email Reminders To Customers About Pending Approvals

Lynn Shriver

In all honesty, I have searched and searched and haven't found an answer or solution, which is why I am asking here.

In my Service Desk Cloud, I have projects with customers who are approving requests (these are "customers" on my domain, they are not external public customers).

They receive an email when they have something to approve, but I simply can't rely on them to recall the emails after they have read them, or to remember to manually check their Customer portal for things to approve.

Is there a way to have an email reminder or email subscription that can be sent to them on a schedule? Like every morning at 7 AM, an email is sent to them notifying them that they have x number of requests awaiting their approval?

I only need them to see what is relevant to them and also not confuse them by offering a view with too many options. So, a couple of things I am trying to avoid is making them Core users and/or adding them to Browse Projects in Permissions.

Any suggestions?

Thank you.

 

Angélica Luz

Hello Lynn,

Thank you for reaching out to Atlassian Community!

The reminders for tickets pending approvals it's a great option for agents. Although we don't have a native solution to automatically send these reminders, there are some workarounds that may help you.

The first option is a filter subscription where it's possible to create a filter to send reminders on a specific time for a specific group, it's not possible to send for a user, only for groups. 

You can filter by all pending approvals for a project or adding the emails of the approvers. Some examples:

Approvals = approver("user@domain.com") AND Approvals = pending()

Approvals = pendingBy("user@domain.com", "user2@domain.com")

project = "IT Service Desk" AND Approvals = pending()

Also, they can create their own filter by using Approvals = myPending() and subscribe to receive the notifications.

After creating the filters and saving, you can then configure the reminders:

Note: To select the recipients for filter subscriptions, please make sure to go to Jira Settings > System > Global permissions and check if you have permission to Manage group filter subscriptions.

Another good option is to add the gadget "Filter Results" and selecting a filter that shows all issues pending approvals and add also add the field "Approvers" to show how needs to approve.

I also want to share with you the feature request that suggests the implementation of this reminder:

• Approval Reminder Notification

Please, click on vote and watch to receive updates about the feature.

Hope this helps!

Regards,
Angélica