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Anyone else unable to approve 'service request with approval' via email reply?

Hi All,

Maybe someone smarter than me can point me in the right direction.  We are using the change type 'Service Request with Approvals'.  We have set an automated rule to transition the status from waiting for approval to waiting for support when a comment containing approved is found.  Any ideas why the rule may be failing?  Attached the logs as well, it seems to get stuck on the transition step.  End goal is simply for the approver to reply approved via email, and for the ticket to progress to the next step in the workflow. 

Moautomation rule - service request with approval.PNG

1 answer

1 accepted

1 vote
Answer accepted

Used a different Then action and it works like a charm. Leaving this up for someone else to find hopefully.


2nd automation rule - service request with approval.PNG

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