JSM Approval Email Notification Issue

[İrem Uluç]

Status change emails are being sent in Jira Service Management, but the “waiting for your approval” email is not being sent to approvers. Outgoing mail and customer notification for approval are enabled.

[Rilwan Ahmed]

Hi @İrem Uluç ,

1. Go to https://<YOURDOMAIN>atlassian.net/jira/servicedesk/projects/<PROJECTKEY>/settings/customer-notifications
Check if Approval required notification is enabled

2. Go to the Work item workflow, click on the status which requires the approval and see if the approvers field is mapped to it.  Sample screenshot attached for your reference

3. Go to the work item and check if the work item really has any value to the approver field. 

[Marc -Devoteam-]

Hi @İrem Uluç 

Most likely the problem is that non is set as approver on the work item, if no approver is set no email will be sent, as its not know to whom to sent this.