Approvers not getting email notification if issue is created by Create button

Question

Hello all,

I am running into an issue. When someone creates a ticket through the Create button on the top bar and picks the correct workflow (Service Request with Approvals), for some reason, this will not send the notification email to the approver so that the workflow can continue by Approving or Declining the ticket.

It works however if the ticket is created by the "Raise a request" button and someone picks one of the Request Types.

We have tested this multiple times and "Raise a request" does send the email notification to the approvers, but not using the Create button.

How came this happens and how can I fix it so that both ways send the notification?

Thank you.

Tracy Kaonje_itc750 · Answer

After setting up the Request Types under the project, the approval Notifications are being sent out. Thanks Brant

Brant Schroeder · Answer

When you use the raise a request feature in the service desk the request type is being set.  If you use the create button the request type is not being set.  If the request type is not set on Jira Service Desk then emails will not be sent to customers or approvers.

Nathan Parmeter · Answer

Your project key is what appear before your ticket number.  Ie JIRA-324 or PS-12