notification not sent to reporter when an issue is approved, only when it's rejected

[JJ]

When an issue is sent for approval and is rejected, the reporter gets an email notification but when it's approved, the reporter does not get a notification. Anyone else seen this happen?

I've checked notification helper and it seems like it should be working. 

[Brant Schroeder · Accepted solution]

Check your customer notifications.  My guess is that you are sending a notification to the customer when the issue is resolved and when the approval is denied the issue is resolved.  When the issue is approved it transitions as normal and no notification is triggered because the Customer-visible status changed is disabled.  

[JJ]

You were exactly right. I was using the default workflow for approvals supplied by Jira and when tickets are approved they revert to the status Waiting for Support, which it seems is not the kind of status change that causes a notification to get sent. Whereas when a ticket is declined it changes to Resolved which does send a notification.

I tried to make a post function to leave a comment after appoval but that's not possible so I ended up creating an automation using the plug-in Automation for Jira which leaves a comment when the ticket changes from Waiting for Approval to Waiting for Support. If you know a better way, I'm all ears. THANKS!