Email approval of the tickets does work - it does not connect with the email link of the project.

[Vera Valshonok]

I am trying to set an option for people to approve tickets through email, I have the right automaton for it set but the issue is that is does not connect with the email given as an Email one for the Project. 

What are the places I can check where I've missed to change set the right email?

I took the automations example from the other project, so it uses the other link for some reason from the other project, but it is not indicated int he automations themselves.

[Vera Valshonok · Accepted solution]

People who are marked as Approvers in the Request fields/form and Workflow started get Bounced email after they try to approve the ticket through email.

They are not added to the part Customers, but to Intermall access.

[John Funk · Accepted solution]

Hi Vera,

Why are you using Automation and not the built-in Approval by Email function? 

[Vera Valshonok]

Can you share info about the function, maybe I'm missing something, but on the other project the automation works great for us with many customers. There is a chance that email function is connected to the automation and I am not aware of it.

[John Funk]

Go to Project Settings on the JSM project, then click on Customer Notifications. 

Then check to to see if the Approval Required notification is turned on. 

[Vera Valshonok]

@John Funk for the other projects its off an this one as ell. For the other projects its off and working, so i prefer not to change it. Thank you

[Vera Valshonok]

int he worfflow no addiitonal functions etc

[Vera Valshonok]

People who are marked as Approvers in the Request fields/form and Workflow started get Bounced email after they try to approve the ticket through email.

Their emails ae added to Internal Access and not to Costumers in the projec

[Vera Valshonok]

[John Funk]

How are the users getting the email? Who is the sender? If the Customer Notifications is turned off for the project, then the Approval email has to be coming from another source/process. 

[Vera Valshonok]

Yes, it sends to an email that we also use in the other project

[John Funk]

Sorry, but I am confused. Can you detail the exact steps of what is happening and when is needed when? 

[Vera Valshonok]

1, We have automation for when specific comment is added to the ticket, it moved to a specific status - Approved or Declined. 

2. We have Approvers - Customers set in the project. 

3, When they comment by email:Approved or Rejected, the comment should be added automatically to the task and trigger transfer to the next status. All set in the automation,

4. Currently, the customer comments - then comment added to the ticket but  the ticket does not move to the next status.

On the other project same flow works , but emails of the project are different.

[John Funk]

Thank you for the additional information. I still think built-in process for Approvals would be best, but if you are needing to force the approver to enter a comment, then that will require a work around.

Here is an article I wrote a few years ago that can help with that. If you find it helpful, give it a Like for me.  :-)

https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699

[Vera Valshonok]

@John Funk  Thank you! Great Article. I still can not find the reason, though, for the email with a customer approval to be the email from the other project, but not the one the ticket comes from.

[John Funk]

It shouldn't be - it just be the email from the system for the issue that the comment was added on.