How to implement the customer scenario

Approval Service

The service runs each minute.

Conditional rule set up

The condition returns true if the issue workflow status changed during the last 3 minutes.

Approval Emails Automation set up on the Approval Mapping

Any time that the Service Above runs, it checks the following:

• Is the issue still in pending approval?
• Is the (current data time - latest notification) >= 2 minutes (elapsed time) ?
• Was the workflow status of the ticket the same for more then 3 minutes (conditional rule)?

The conditions above are evaluated any time that the service runs.

If all the conditions above return true the app sent a new email.

How it works

The following example shows how the applied settings cause.

Ticket moved in the status Pending Approval on 21/Nov/19 6:58 PM 

The first notification is sent on 7:01 PM.

The app doesn't notify until the conditional rule returns the issue.

The app sent the notification every 2 minutes.

Notification are not sent until the current time – the latest notification time is >=2min.

The app stops reminding when if the Approval is no more in pending.