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 rule uses the JSM-only Approval Completed trigger, which fires whether a step is approved or declined — and in multi-step workflows, after each step. Scope accordingly if you only want one notification.

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 (participants, approvers, org members).

3. Subject example: Request {{issue.issuekey}} has been {{approval.decision}}.

4. Content can use smart values such as {{approval.decision}} and {{issue.Approvers.displayName}}.

5. Save and publish the rule.

6. Trigger the workflow through both an approval and a rejection, and confirm the email fires with the correct {{approval.decision}} value each time.