We have a workflow setup that when a service request is submitted it goes to the Dept Head then to the CEO for approval (provided the Dept Head doesn’t reject it).

What used to happen, is the ticket approval email would send 

Last Approver (if applicable): {{approval.last_approver_name}}

To the CEO. This way she would confirm that the correct Dept Head approved said request.

As of a few days ago, this simply stopped working and the “{{approval.last_approver_name}}” field is now blank when she gets her approval email.

I raised this topic to support who informed me this is working “as intended” but we had it working this way since we implemented Freshservice 2 years ago.

 

This is what's happening.

This is it working: