Approval Reminders - My experience

[Ibrahim Aly]

Hello,

Just wanted to share what I've done to solve this issue.

Issue: wanted to have several reminders sent to Approvers when we have an issue waiting for their approve

My Solution:

• I created SLA for Approval and gave it a goal of 10 days
• Created a multi user picker field (not available in any screens)
• Created a transition from the status to itself
• created on Automation at set time (before breaching the SLA by 5 days) to copy the Approvers Field into my new Field and then it empties the Approvers Field
• created another Automation after 5 minutes that files Approvers field from the temp one and empties the temp one
• Now, new Approvers are added to the field and customer notification will be triggered with again with the buttons

[Ibrahim Aly]

Because if I sent an email from the Automation rule, it will not contain the approval buttons, it will have to take the approver to the ticket and then approve it from their

however, doing this, triggers the Auto Email from Customer Notifications which contains the Approval buttons 

[John Funk]

Hi @Ibrahim Aly ! I hope you are doing well. 

Why not just an email by the "Pending Approvers" using the same Automation Rule where you detect it is 5 days from breaching the SLA? Then no reason to create the custom field and do all of the moving around of values between fields. 

[John Funk]

Great answer! Thanks for the clarification.