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JSM Approval - How to add an internal comment to issue?

Calvin
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March 11, 2024

Hi all,

I've tried implementing this via a post function as I'm hoping to reduce the amount of automations we use, but unfortunately I can't seem to find a way to add a comment via the transistion (internal only).

So I thought I'd use an automation, and indeed there is a trigger for automations to check that a ticket has been either approved/declined. But to my dismay I couldn't find the IF statement to find whether it was actually approved or not?

Would love some help, I know it shows it in its own little approval place, but I'd still like it in the comment list.

Cheers!

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Zoey Wang
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March 12, 2024

Hi @Calvin 

Can you clarify a bit more in here? You would like to setup an automation rule which is triggered by an approval comment? Or that is triggered by something else and leads to an approval comment?

Calvin
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March 12, 2024

Thanks for your message Zoey, ultimately I want to add an internal comment that is either:

  • Ticket Approved by: xxxx (or just "Ticket Approved")
  • Ticket Not Approved

One its been approved/not approved. Happy to do it via automation or otherwise, and happy to trigger in anyway.

Zoey Wang
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 12, 2024

Hi @Calvin 

Thanks for that. Once a ticket is approved or declined, an associated comment needs to be made.

If that is the basic use case, I would suggest adjusting your workflow either status or resolution bits. Then in the automation, reflect each status/resolution in IF conditions and follow with Approved / Declined internal comment.

Zoey Wang
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 14, 2024

@Calvin how is it going so far? Any further questions let us know.

Calvin
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March 14, 2024

Hi Zoey, thanks for this. I ended up using a drop down list field that has empty/approved/declined status of the approval.

It would start empty and anytime you go into the approval transtition it would clear. But going through the approved/declined transition it would update the field which would trigger the automation and based on the field it would comment on the ticket.

I definitely think your way will work too so I marked it as the solution.

Thanks for reaching out!

Like Zoey Wang likes this

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