Automate Approval Notifications in JSM Cloud

Summary

Learn how to set up an automation rule to notify you instantly when an issue's approval is accepted or declined.

Solution

Send an email notification when approval is complete

This solution uses an automation rule that triggers when an approval step is completed. The rule runs whether the request is approved or declined. In workflows with multiple approval steps, the rule triggers after each step.

Build the Automation rule

In your Project, go to Project Settings > Automation and click Create rule. Set the rule as:

1. Trigger: Approval Completed.

2. Action: Send Email.

   • To: All Customers involved

     This will include Request Participants, Approvers, and members of the Organization.

   • Subject: Customize as required. You can use HTML and smart values. The following text is used as an example:

     Request {{issue.issuekey}} has been {{approval.decision}}

   • Content: Customize as required. The following text is used as an example:

     Your request has been {{approval.decision}} by {{issue.Approvers.displayName}} <a href="{{issue.url.customer}}">View Request</a>

3. Save and publish the rule.