What triggers the customer notification “Approval required”?

[Lukas Fischer]

Situation: I am working on a workflow with two consecutive approval statuses A and B. I have activated the email notification “approval required” under Customer Notifications. When the ticket changes to status A, no email notification is sent. When the ticket changes to status B, an email notification is sent. Status A is the status after the create transition. Status B follows after the approval in status A.

Further information:

• When I create a request in the service portal, the request type and the approvers are stored in the ticket.
• I have added the postfunction “Update issue status” to the create transition (transition to status A).

Assumption:

• After creation the ticket goes to status A and after approval to status B. The problem must be something to do with the initial creation of the ticket.

Questions:

• Why do the approvers not receive an e-mail notification after I have created the ticket?
• Which event and which conditions are necessary to trigger the “approval required” notification?

[Marc - Devoteam]

Hi @Lukas Fischer 

Welcome to the community.

Which Jira field is used on the portal to store the approvers?

Which field is set to be used in the approval configuration on Status A?

Are the fields the same field and is this a user or group picker field?

[Lukas Fischer]

Hello @Marc - Devoteam

Thank you for your reply!

I use a multiple user picker custom field (let's call it field A) in the portal to store the approvers. I also use the same field in the approval configuration on status A in the workflow.

To sum it up: I am using the same field and it is a multiple user picker field.

[Marc - Devoteam]

Hi @Lukas Fischer 

The pos function you mention, isn't an ootb one, right?

Also post functions can only trigger internal notifications, they can trigger customer notifications.

You could do this by creating an automation rule that acts on issue creation and transitions the ticket to status A, this will trigger the customer notification for approval.

[Lukas Fischer]

Hello @Marc - Devoteam

The post-function I am talking about is called “Set issue status to the linked status of the destination workflow step” / “update issue status” and is, as far as I know, a standard post-function.

I followed this Guide. It said that you have to add the post-function “Set issue status to the linked status of the destination workflow step” when you move from a transition to the approval status. This post-function is actually already added by default when you create a transition, but not for the initial create transition.

I have already created a workaround via an automation rule. However, it is strange that the setting "approval required" in the customer notifications (see image below) does not work for approval statuses that directly follow the initial create transition.

[Marc - Devoteam]

Hi @Lukas Fischer 

This does work, I have seen this work.

Is Status A the initial status of the issue? If this is, try to replicate this with a default project with default workflows, as a test.

[Lukas Fischer]

Hi @Marc - Devoteam

I observe the same behavior in other JSM projects of my Jira instance. When I have more time, I'll try the same in the test system. Unfortunately, I can't test it immediately because I haven't set up an email inbox yet.

Many thanks for your help @Marc - Devoteam.

If I observe the same behavior in the test system, I'll open a ticket for Atlassian.