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I have a simple ticket type with approval
If I create a ticket for this ticket type manually everything works fine and the approver gets an email to approve
However I need to create a ticket using Project Automation
When I create exactly the same ticket with the same approver the approver don't get an email. When I check the ticket I see that it's in the Waiting for approval stage and the correct person is listed as the approver. If this person goes to the Customer Portal - Approvals he doesn't see that he supposed to approve something. Also If I check Customer Notification Approvals log I see that there is Error for this ticket. However there are no details there regarding what is the error.
I tried to add an Intermediate stage before approval stage, but when I transition from Intermediate to the approval stage Approval still doesn't work.
Any idea what could be wrong ?
To further investigate the issue, can you please share a screenshot of your automation rules?
Thanks,
Marini
This is the rule
Here you you can see the ticket that gets created. It is assigned to me as approver as it should. But I don't get approver notification and if I go to Customer Portal - Approvals its not there
This is the workflow for this ticket type
This is an error from Customer Notification Approvals log
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Jira Service Management (JSM) works a little bit different from Jira Software (JSW):
If the IS-583 is created by the Automation Rule, I believe, if you click "Service project request" on the right-side menu, you will see "No match" for the Request Type field.
That's because, in your automation rule, you use Actions to "Create issue" where you won't be able to select the "Customer Request Type". By right, you should select Actions to "Create Service Management request" and select the correct Request Type.
If a JSM issue is created without a valid Request Type, the issue will not behave like a JSM Issue such as:
My recommendation:
I hope the above answer helps!
Regards,
Marini
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