Workflow Approval Step Notification

Whenever technicians approve an "approval step" in a workflow, are customers are not receiving notifications of the approval step.

The approval step does not complete the workflow, it is just an approval step.

This knowledge base article suggests that customers should receive a notification whenever a workflow or approval step is configured.

https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=4615

Does anyone have an idea of what pitfall I should be looking out for?

Thank you,

Naseem

Asked by Naseem Benjelloun on Fri 3/31/23 2:00 PM Last edited Fri 3/31/23 2:00 PM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Fri 3/31/23 2:18 PM

Hi Naseem, 

Does the workflow in question have an Approval Status configured? 

 

Thanks, 

Brittany Renn

Support Consultant 

No feedback
Hi Brittany,

Yes. It has a status configured for approval and rejection. The customer does not seem to receive a notification when the approval step is approved or whenever the workflow itself is approved. Should I have any other settings enabled?

Thank you,
Naseem
- Naseem Benjelloun Tue 4/4/23 12:15 PM
Can you confirm if you are wanting a notification to go out to the Requestor when the Approval Step itself is approved or when the workflow's status is changed to Approved? - Brittany Renn Tue 4/4/23 4:26 PM
Hi Brittany,
I am hoping that a notification will go out in both cases.

Thank you,
- Naseem Benjelloun Tue 4/4/23 4:32 PM
If you want to notify the requestor that an approval step was approved, then you'll want to configure a notification step after the approval step and set that to notify the requestor with the desired message.

That said, when the last step of a workflow is completed (or if an Approve Item action is taken), the workflow's status is changed to Approved. In addition, the following actions are taken on the ticket:

- The status of the ticket is changed to the Approval Status setting on the workflow.
- The requestor and reviewer are both notified via email of the approval (if the workflow has an Approval Status configured for the ticket). Reviewing group will not be notified.

(You can read more about that in the Workflow Approval section of this KB: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=4615)

Would you be able to test out both of these scenarios and keep me posted on how it goes?

Thanks,
Brittany
- Brittany Renn Tue 4/4/23 4:57 PM