Why aren't my approvals working?

This article should cover most issues with approval requests not getting sent or displayed on the ticket. It is assumed you have a basic understanding of the app. If you need a recap, please refer to the articles below.

How to use the Approvals app.

Manual Approvals

Automatic Approvals

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Does the approval appear on the ticket?

 

It is assumed that you don't have any other issues viewing the approvals app. If you are unable to see the app at all, please follow this article.

If an approval has been requested, it should appear on the app window indicating the request has been sent.

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Note

If the answer is no, this flow/path only applies to automatic approvals since manual approvals cannot be sent when the approval is not visible.

Does the approver receive an email?

The approver should receive an email once the request has been sent.

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Did the trigger fire?

Automatic approvals are sent via a Zendesk trigger. If the trigger does not appear in the ticket event logs, you will need to check and adjust the conditions as needed to ensure it fires when intended. This is a good opportunity to check the trigger actions as well which are covered further down in the article in order to save time.

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Have you checked your spam folder?

If the approver does not receive the email, a common cause is that the email is getting flagged as spam. Once confirmed this is not the case, submit a support request and include the most recent ticket ID along with the email address of the approver who did not receive the request.

Have you checked the template settings?

If you've reached this step, it is likely the approver received the email but the approval is not appearing on the ticket. It is also equally likely you have manual requests enabled which means the conditions for displaying the approval come into play even if it has been requested.

You will need to review and adjust your conditions to ensure the approvals is shown. A good place to start is by matching most/all of the trigger conditions which sends the request.

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For assistance on how to create these conditions, please view this article. If the conditions you are trying to create are not covered in the article, please submit a request and our support team can assist.

Have you checked the trigger actions?

If you haven't checked the trigger actions by this point, now would be the time. It is likely the action has been removed from your trigger or a different approval is getting requested. Ensure the notify target is pointing to the correct template which should always start with "Request approval:" as seen below.

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Contact Support

If you've reached this point, it's likely there is a bug or you require additional assistance from our support team. Please include the issue along with any troubleshooting steps performed in the form of screenshots and/or a screencast/video to help speed up resolution time.

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