Automation is Declined for the customer without interaction

Theresa Barnard (Cloud Admin)

Hi everyone,

 

We have an automation approval setup, but this rule is declined by the customer without them doing anything. What could be the problem.?

 

As soon as there is a workitem(ticket) and the field changes it must go to approve. but it gets declined.

Here is how we setup the automation rule.

 

What are we doing wrong?

 

Here is the log file that shows it is declined.

 

kind regards

Theresa

 

Marc -Devoteam-

Hi @Theresa Barnard (Cloud Admin) 

The automation rule is not declining the work item, this as there is no action in the rule that could do this.

The log part is the approval log on the work item not from the automation rule.

This log states that on e of the approvers declined the approval step.

Please provide some more context.

1. images showing the details of any relevant actions/conditions/branches.

2. images showing the Audit Log details for the rule execution.

4. Explain where the issue is.