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No approval email or button when request is opened.

We have created a custom workflow that allows us to move between the basic workflow steps such as Waiting for Support and Waiting for Customer but also lets us add an approver and move it to peer review. Currently we're running into an issue where the request is not set to the Waiting for Approval status when it's originally created and an approver is set. The request opens at the Waiting for Support status and an email is never sent to the approver and there is no option for them to approve if they go to the request manually. It does list the approver on the request but we have to manually move it to the Waiting for Approval status for the approver to actually have the option. Is there a way to edit this request or workflow to make it recognize that if there is an approver when the request is opened that it needs to start at the Waiting for Approval status? 

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Hello @Elizabeth Reon

Thank you for reaching out.

The landing status of the issue will always be the one that the create transition is directed to (Waiting for Support).

A possible approach that can match your scenario would be to create an automation rule that will identify when an Approver is added and automatically move the ticket to "Waiting for approval". These would be the steps:

  1. Navigate to your project > Project settings > Automation
  2. Create the following automation rule:

    Screen Shot 2022-08-24 at 7.00.02 PM.png

Let us know if you have any questions.

Thank you for the suggestion. This was a great fix for us! 

Like Petter Gonçalves likes this

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