Email Reminders To Customers About Pending Approvals

[Lynn Shriver]

In all honesty, I have searched and searched and haven't found an answer or solution, which is why I am asking here.

In my Service Desk Cloud, I have projects with customers who are approving requests (these are "customers" on my domain, they are not external public customers).

They receive an email when they have something to approve, but I simply can't rely on them to recall the emails after they have read them, or to remember to manually check their Customer portal for things to approve.

Is there a way to have an email reminder or email subscription that can be sent to them on a schedule? Like every morning at 7 AM, an email is sent to them notifying them that they have x number of requests awaiting their approval?

I only need them to see what is relevant to them and also not confuse them by offering a view with too many options. So, a couple of things I am trying to avoid is making them Core users and/or adding them to Browse Projects in Permissions.

Any suggestions?

Thank you.

[Angélica Luz]

Hello Lynn,

Thank you for reaching out to Atlassian Community!

The reminders for tickets pending approvals it's a great option for agents. Although we don't have a native solution to automatically send these reminders, there are some workarounds that may help you.

The first option is a filter subscription where it's possible to create a filter to send reminders on a specific time for a specific group, it's not possible to send for a user, only for groups. 

You can filter by all pending approvals for a project or adding the emails of the approvers. Some examples:

Approvals = approver("user@domain.com") AND Approvals = pending()

Approvals = pendingBy("user@domain.com", "user2@domain.com")

project = "IT Service Desk" AND Approvals = pending()

Also, they can create their own filter by using Approvals = myPending() and subscribe to receive the notifications.

After creating the filters and saving, you can then configure the reminders:

Note: To select the recipients for filter subscriptions, please make sure to go to Jira Settings > System > Global permissions and check if you have permission to Manage group filter subscriptions.

Another good option is to add the gadget "Filter Results" and selecting a filter that shows all issues pending approvals and add also add the field "Approvers" to show how needs to approve.

I also want to share with you the feature request that suggests the implementation of this reminder:

• Approval Reminder Notification

Please, click on vote and watch to receive updates about the feature.

Hope this helps!

Regards,
Angélica

[Lynn Shriver]

@Angélica Luz , Thank you for the response.

Yes, it's awesome for agents and we use it for them.

I need a way to remind Service Desk Customers of what is pending their approval.

They receive an email when the initial approval request is sent to them, but if they do not act on the approval, it gets lost in their email. Even more difficult is expecting them to "check" their portal for approvals.

Any thoughts on how to get reminders sent to Customers?

I apologize for not following the link you provided. I will do this now and report back if this helps. Thank you again.

[Lynn Shriver]

@Angélica Luz , I have followed the link to the Suggestion; however, the workarounds provided don't seem to be applicable for use with reminding Customers of their Pending Approvals.

Any additional thoughts?

[Angélica Luz]

Hi Lynn,

I apologize for the misunderstanding, the steps are indeed for agents because for them to receive that notification it will depend on their permission and also it also works only for those who have a license, because it’s a system notification.

I tested here something that can help, but it won’t keep sending notifications, it will send a reminder to the customer if the SLA for approval is about to breach.

It’s possible to create an SLA and when this SLA is about to breach, it will send an email to the approvers.

For the automation is necessary to use an add-on, because the option to send email only to approvers is not available on the built-in automation in Jira.

SLA:

Automation:

There is another add-on that may help you with that called Email This Issue, that allows sending email to customers as well.

Regards,
Angélica