Approvers not receiving notification if the the approval is on the first status of the workflow

Question

I have a workflow in a JSM project where the first status is where we need to collect approvals, however the users in the Approvers field are not receiving the notification. Approvers are added based on certain criteria using a project automation rule. This occurs when the issue is created. The audit log for that rule and for the email notification both indicate they are running successfully.

Through some trial and error, I've narrowed the issue down to the notification rule is firing before the Approvers field is populated.

Is there any way to ensure the order of these rules is maintained? Particularly without having to add an additional status (and extra series of "clicks" for agents)?

The Approvers Notification appears to be using Legacy Automation and I don't see any options for modifying the rule (maybe adding a 5 second delay before it runs?).

Thank you!

Stefan Stadler · Answer

Hi Ashley,

We also have been running into this problem and solved it the following way:

1. Create an Event that will only be used by such approvals.

2. Add a notification to this event in the notification scheme of your project. There you can also modify the structure of the approval mail. If this is a ServiceDesk-based approval, you also will find the options to include the approve/decline buttons in that mail. This is a very comfortable feature for users.

3. Fire this event from your automation after the approvers are set. This way, the event will be processed only when the approvers are already filled.

Hope this helps!

Stefan

Christopher Yen · Answer

Hi @Ashley Honeycutt

I'm not too familiar with the legacy automation, there is a delay option in automation rules so might be worth recreating approval notifications as a new rule if you're not seeing the delay option.

Some other options that might help

* Setting the trigger to when approvers are added 
* Adding a notification at the end of your rule that adds the approvers and keeping the legacy rule as is.

Hopefully some of these suggestions help!