Recently we've had to find a way to change up the approvals process a bit as the Help Desk doesn't support muct customization in that area, anyway, here is the process we currently have in place:
- A sales user submits a ticket (we have turned off the approvals process in the ticket section as we need different approval processes based upon things like department)
- An action rule fires off if department matches sales and appends the Sales Approval Process
Now, this all seemed to work correctly, but we are getting reports that clients are no longer receiving the notification emails of their tickets being approved. We've investigated said tickets and indeed, approval emails are no longer being sent. It seems they only worked when the approval was automatically added to the ticket via the ticket options.