Email notification need to be generated when there is a request waiting for a manager approval

Sukanya KM

Currently in our ticketing tool, the auto email notification is not receiving in Manager inbox when there is a request waiting for manager approval.

 

So, I need to create an automation, whenever a service request is waiting for manager approval, an email need to be sent to that particular manager inbox.

Christophe Promé

Hi Sukanya!

Here is how you can make sure managers receive email notifications when a service request is awaiting their approval:

1. Open Automation settings:

   • Head to Project settings in your JSM project and click on Automation

2. Create a new automation rule:

   • Select to create a custom rule, and for the Trigger, set it up based on the Approval required condition. This will activate the rule whenever a request is waiting for manager approval

3. Add the action:

   • Choose an Action to Send an Email. You can specify the manager’s email directly or pull it dynamically if it’s set up as a field in the request

4. Set the condition (optional):

   • Add a condition to ensure that the rule checks whether the issue status is "Waiting for Approval" and is assigned to the manager

5. Test and Launch:

   • Test your rule to confirm that managers receive the email notifications when approvals are pending

This should ensure no approvals slip through!

Let me know if you need more help setting it up
Christophe