How to "Add Approver" in a ticket

[Swaroop Kumar]

Hi There, 

When a customer is added as an approver to a ticket, they are not receiving a notification informing that the ticket is waiting for approval. The approval doesn't show up on the customer portal either.

The request type in this case is "Incident". Please help!

[Dirk Ronsmans · Accepted solution]

Hey @Swaroop Kumar ,

Normally your approver is notified through the "customer notifications". Best would be to verify that that one is indeed enabled.

Also keep in mind that the notification triggers "on transition to an approval state", so if you are already in your "awaiting approvals" status then the email will not be sent to the new approver. You need to transition to that status again to fire the email.

[Swaroop Kumar]

This worked. Thank you @Dirk Ronsmans 

[John Funk]

Hi Swaroop,

Does the user receive other emails from your Jira instance, and it is just the approvals that is not working?

[Swaroop Kumar]

Hi @John Funk ,

Other emails are flowing in as expected. It's just the approval email that doesn't go thru for any user and neither show up on their Customer portal.

[John Funk]

Can you share the settings you have on the Customer Notifications for Approval required? 

[Swaroop Kumar]

Hi @Rilwan Ahmed ,

Sorry for the error, the request type in use is "Service Request" and it has an approval step added. Also, the customer notifications is enabled.

[Rilwan Ahmed]

Hi @Swaroop Kumar ,

You need to add approval step in your workflow as described in https://support.atlassian.com/jira-service-management-cloud/docs/add-an-approval-to-a-workflow/.

You can also update the customer notifications (JSM project settings -->Customer notification)  for approval event if required.

[Rilwan Ahmed]

Hi @Swaroop Kumar ,

Make sure you have selected "include approval step" on the Approval status as shown in the image below.

If the above step is correctly done and the workflow is published, then please go through the causes and workaround mentioned in https://confluence.atlassian.com/jirakb/the-approval-notification-is-not-sent-when-a-service-management-request-is-waiting-for-an-approval-1031835729.html