Approval step is not working on ticket

[Lisa Stafford]

We have a workflow for a request in our portal that requests approval from one of 3 individuals.  These individuals have accounts in Jira as customers but need to approve these particular requests.  One of the users is incapable of approving the step.  This user in our instance is Jordan H.  Her username is associated with a specific e-mail and we've made sure the e-mail matches.  She gets an e-mail asking her for approval.  She is incapable of making the approval but her two associates with similar account profiles and permissions is able to.  

Thanks!

Lisa

[Susan Waldrip]

Hi @Lisa Stafford , welcome to the Atlassian Community!

From your post, it sounds like all three approvers are in the same JSM group (e.g., jira-customers-<yoursite>)? I'm also guessing the approver who can't approve has an allowed email domain (e.g., @example.com)?