Email notification need to be generated when there is a request waiting for a manager approval

[Sukanya KM]

Currently in our ticketing tool, the auto email notification is not receiving in Manager inbox when there is a request waiting for manager approval.

So, I need to create an automation, whenever a service request is waiting for manager approval, an email need to be sent to that particular manager inbox.

[Igor Medeiros - Modus Create]

Hi @Sukanya KM

Not sure if you are open to use 3rd party apps to solve this, however, I'd like to invite you to check out our app:

Notification Assistant for Jira 

Besides sending reminders, it allows you add the approval options directly in the email body.

To see more, please check our page on Working with approvals in Jira Service Management

Best regards,
Igor Medeiros

[Christophe Promé]

Hi Sukanya!

Here is how you can make sure managers receive email notifications when a service request is awaiting their approval:

1. Open Automation settings:

   • Head to Project settings in your JSM project and click on Automation

2. Create a new automation rule:

   • Select to create a custom rule, and for the Trigger, set it up based on the Approval required condition. This will activate the rule whenever a request is waiting for manager approval

3. Add the action:

   • Choose an Action to Send an Email. You can specify the manager’s email directly or pull it dynamically if it’s set up as a field in the request

4. Set the condition (optional):

   • Add a condition to ensure that the rule checks whether the issue status is "Waiting for Approval" and is assigned to the manager

5. Test and Launch:

   • Test your rule to confirm that managers receive the email notifications when approvals are pending

This should ensure no approvals slip through!

Let me know if you need more help setting it up
Christophe

[Sukanya KM]

Thanks Christophe, But I get the below email when I test this automation.

Hi Sukanya,

The automation rule Approval request in email just failed with an error on your Jira instance (https://itservice-morrow.atlassian.net).

Please check the audit log for more details in the automation admin section (#41990721238).

To stop receiving these e-mails, please update your notify on error settings in the rule details for this rule.

Regards, Atlassian Automation

[Christophe Promé]

Hi,

Could you share the details of the audit log, please?

It should include information to help us troubleshoot the automation.

Thanks!

[Sukanya KM]

Hi,

Please let me know if the below information is enough.

[Christophe Promé]

Hi,

The field selected in "selected email recipient "is empty. Please ensure it contains a value.

Would you mind sharing the configuration of your automation?

[Sukanya KM]

[Sukanya KM]

hi

[Sukanya KM]

Hi just received an email as per the automation. But "email To" and "cc" is in my name only.

[Christophe Promé]

Could you share a screenshot of your automation configuration and an example issue?

What did you select in the "To" field?
You should ensure the custom field where the approver is stored is selected.