Approvals in issue fields

Question

We are working with an issue that requires different approvals, all of which are based on variables maintained in a separate database. This allows us to use data entered on a service desk form to determine the proper approver.

The approver value is then populated in a custom (Multi-picker) field and the related status is set to pull the approver respectively. What does not occur, is the email notification to that approver. The request shows the user as the approver. The user can go to the portal, review and approve the request as expected. They just do not get an email.

What's odd is that if the approver field is manually updated via the service desk, an email is generated.

Any ideas or directions on where to troubleshoot this?

Thomas Hardin · Answer

Hi Dave,

So the way I have this set up is by using some Insight fields that get populated based on attribute values. This all works as expected. I've even set up an automation rule to fire an email to the approver, which based on the logs, shows a successful alert. What is odd is that no email is ever received and this only happens during the create phase of the issue.

If I decline the request, the transition (Decline) is set to loop back to the first Status (1st Level approval) and the email is received as expected.

My guess is that something is occurring in the create phase with the actual email notification where the approver is not added to the email. So, even though the alert says everything was successful, the email was not properly generated and thus not sent out.

Dave Theodore [Coyote Creek Consulting] · Answer

What method are you using to populate the Multi-user Picker? Notifications are sent based on an Event. My guess would be that the method you're using isn't triggering an Event, or you have no Notification configured for the Event you are using.