JSM Chat - Assist does not send the approver a DM in Slack to approve/deny if the issue is created via Customer Portal

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    • Type: Bug
    • Resolution: Fixed
    • Priority: Medium
    • Component/s: Channel - Chat
    • None
    • 9
    • Minor
    • 4

      Issue Summary

      For JSM Chat, if you create issues via the Customer Portal and set the issue to an approver status, the approver of the issue will not receive a DM from Assist to approve the request.

      Steps to Reproduce

      1. setup an approval workflow
      2. sync a request type to Chat that has the approval workflow 
      3. create a ticket via the customer portal or directly from the project with the approval workflow request type
      4. set the approver on the ticket
      5. you will see that the approver never receives a DM from Assist to approve/deny the request
      6. if the issue is created via Slack, the approver DOES receive a DM from Assist to approve/deny

      Expected Results

      The approver of the issue should receive a DM from Assist to either approve or deny the request.

      Actual Results

      The approver of the issue never receives a DM from Assist.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

              Assignee:
              Unassigned
              Reporter:
              Paulene Nguyen (Inactive)
              Votes:
              5 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: