This article is for Zendesk approvals app Approve, which is our newest app for building approval processes.

If you're needing information on our older app Zendesk approvals app Approvals please see this section of our knowledge base.

This article will cover common issues you may encounter within the Approve app and how you can troubleshoot them.

 

This article contains the following sections:

 

Approval not sent

Step 1: Check the app sidebar.

If the approval displays a pending state but the approver did not receive an email, please refer to email not received by an approver troubleshooting

If the approval displays an error for insufficient approvers, please refer to insufficient approvers troubleshooting.

If approval displays nothing, please refer to how to automatically start an approval process and troubleshoot the trigger.

If the examples above do not describe your issue, please contact support at support@sweethawk.com and provide the following details:

  • Ticket ID
  • Approval Definition name (including a screenshot of the definition configuration)
  • Date and time of when the approval was sent.
  • Description of the app sidebar shows (including a screenshot)
  • Scope. Does this impact all approvers and approval definitions or just one?

 

Email not received by an approver

Step 1: Ensure a 'pending' state displays within the app sidebar.

If you do not see this, please refer to approval not sent troubleshooting.

Screenshot 2024-04-26 at 1.16.21 pm.png

Step 2: Verify the email was not flagged as spam/junk.

Step 3: Check for any errors with the API. Learn how to do this here.

Step 4: Contact support at support@sweethawk.com and provide the following:

  • email address of the approver
  • ticket ID and date/time of when the approval was sent.
  • approval definition that was used

 

Insufficient approvers

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There are several reasons why you might encounter this error, however, the underlying issue is almost always the same – the app is unable to find sufficient approvers to meet the required responses.

Some of the reasons why you might encounter this error are:

1. You have set the required responses greater than that of the approver pool.

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2. You have enabled the option that excludes the sender from the approver pool.

Commonly occurs during testing when you are both the sender and the recipient. You will need to disable this option or assign someone other than yourself as the recipient.

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3. You are using a custom ticket field and there is no valid user.

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If you set the recipient to reference a ticket/user/organisation field, and that field is either empty or the liquid has not been set correctly, you may encounter this error.

Some things you may wish to check when referencing the following field:

 

If you're unsure about the following information, please refer to our article on how to create a custom field for approver selection.

Text field: Since this field relies on manual entry, you may encounter user error where the email was not valid or something else entirely. (e.g a phone number)

Lookup field: Ensure this field is present since user error shouldn't be possible.

Drop-down or Multi-select field: Ensure that each field value has the correct user id assigned. Below is an example of an invalid field value.

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