Hi All,
We are migrating from FreshService to JSM one of our concerns is automation. In FreshService after the condition is approved/declined the trigger webhook will apply. How can we do this in JSM? You can check the image below for your reference.
Hi Raymart,
Automation has a separate trigger called "Approval completed".Best way would be to use this trigger and after that, check for approved / denied and send the request based on the result.
Alternate way would require some more configuration, using a custom event. This event could be triggered in the workflow, after the approval has been made. The Automation Rule has to be configured to wait for the new event and would trigger the webhook.
Hi @Raymart Cruz
Your automation is not bad. But it will not work because your rule will run when the issue is created but not yet approved or rejected and will not run after.
When you add an approval step to one of your status in your workflow, you need to provide two target statuses, one for Approved, one for Rejected.
So the Automations (you'd need two) could just be When issue transition to "Approved status", if issue = Specific Customer Request Type, add a comment, launch the webhook and transition to the next status
The other one would just be : When issue transition to "Rejected" status, send an email to the reporter and transition to the next status.
Hope this helps
Have a nice day
Frederic Chartrand
FMX Solutions - Gold Solution Partner
Hi @Frederic Chartrand ,
May I know what component I'm going to use for this kind "Approved status", if issue = Specific Customer Request Type of automation?
Hi,
It would be the "Issue transitioned trigger. So the rule start with :
And then you add a condition (Issue fields condition) like :
You replace the status in the trigger with your "Approval status" and your "Accepted" or "Rejected" status
For the "Request type" field condition, you just add the particular request type you want for this trigger.
Hope this helps.
Hi @Kai Becker
Can you give a sample automation for that? Just new here in Jira.
Hi @Raymart Cruz ,
sure. The Automation would look like this:
It utilizes the native JSM Workflow Approval Feature. There is a documentation on this feature here.In short: In a JSM project, a workflow can have multiple approval steps. These can be added to any status in the workflow:
The approval decision triggers different routes in the workflow.
Thank you for this
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