Overview

This article covers how to create an approval workflow for tickets generated via Journeys, validate that the approval process is triggering correctly, and troubleshoot cases where the workflow is not functioning as expected.

Creating an Approval Workflow for Journey-Created Tickets

Navigate to Admin > Workflow Automator and click New Workflow. Set the trigger event to When a Ticket is Created. Add a condition to scope the workflow to Journey-created tickets by selecting Source and setting it to match how the system identifies those tickets. Add an action to send the approval - select Add Approver or the relevant approval action for your setup. Configure any additional parameters such as escalation rules or approver selection as needed. Save and activate the workflow, then test it by creating a ticket via a Journey to verify the approval triggers as expected.

Validating That the Approval Workflow Is Triggering

Create a test ticket via a Journey and check whether the approval request is sent automatically. Review the ticket's activity log to confirm the workflow triggered successfully, and verify that the assigned approver received a notification or sees the approval task in their queue. If the approval does not trigger, revisit the workflow setup, confirm it is active, and ensure all conditions are correctly configured.

Troubleshooting an Approval Workflow That Is Not Working

If the workflow is not triggering, first confirm it is set to Active in the Workflow Automator. Review the conditions to ensure they correctly align with the characteristics of Journey-created tickets particularly that the source is set to Journey. Check the activity log for any errors or skipped steps during ticket creation. Test with another Journey-created ticket using known parameters to rule out data-specific issues. If the issue persists, temporarily disable and recreate the workflow to rule out configuration corruption. If no resolution is reached, contact support with screenshots and details of the workflow setup.