Do you use a automation for approval or do it manually in the ticket?

Check spam if it’s not there best to contact the support. 

The email should trigger,

1. For Automated in workflow by using send approval email action. The special case would, if you have selected any specific field like reporting manager, just check whether that field has value or not.
2. For Manual, if you are sending approval to specific user.

Please let us know which way are you in.

Well,  i have the case of Ticket of type Service Request, and I dont know how to access the Approvals from workflow. The ideal case would be to send Approval mail to the requested Approver. Thanks!

You have the option in the Action node, where you can send out approval to the reporting manager or named approver. 

@Daniel Söderlund Is there a way with API I can access the Requester mail/mails inside the tab for approvals?
 

@Daniel Söderlund Is there a way with API I can access the Requester mail/mails inside the tab for approvals?
 

 

Yes, https://api.freshservice.com/v2/#view_all_ticket_approvals but it’s 2 step, you get  "user_id": 1, and then you need to use https://api.freshservice.com/v2/#view_a_requester to get the e-mail. 

Is there a way I can also write a few lines of code like an iterating array of approvers? I want to get all the approver mails as a separate variable. I believe I can use a custom variable in the JSON parser but I dont know how to cycle them.

Also I cannot access my custom variables in the “Send Approval mail to” action...

“Send Approval mail to” you can select the option “placeholder” where you can use your own placeholders from the Parser node. 

At the moment there are no way to loop values in Freshservice. Need to be done external or in a custom app I guess.  

There have been talks about adding a loop function. 

@Daniel Söderlund Unfortunately, I have observed, that this API  https://api.freshservice.com/v2/#view_all_ticket_approvals gets you the wrong Agent ID, the virtual one, I need the right one which is different. How can I deal with that?

Didn’t check that. Don’t know  any way to search for the virtual ID. Flaw in the API. An Approver don’t need to be a agent but can. 

Contact the support support@freshworks.com