Currently, when a software request is approved or rejected via the Moveworks AI assistant, an internal note is added to the Jira Service Management (JSM) ticket containing only the approver’s name.
Due to JSM formatting limitations, we cannot reliably trigger automation rules using names alone. To resolve this, we would like to include the approver’s email address in that internal note. Access to the email address will allow us to parse the value and successfully build our required automation workflows.
We receive a high volume of follow-up inquiries from users asking why their requests were rejected. Having the email address will allow us to build an automation rule that automatically tags the specific approver in the ticket and sends them a prompt to add their rejection reason, significantly reducing manual overhead for our agents.