Approve and Decline buttons do not show up and no emails going out

Question

When the ticket is created

1. there is no email that is going out to the approver

2. The approver cannot see the approve and decline buttons

The buttons appear only if the ticket is resent but still no emails.

This was working for a couple of months and i have not done any changes. This has started all of a sudden.

Can anyone help?

Angélica Luz · Answer

Thank you for the details.

Are they receiving other types of notifications?

Was this working before adding script runner?

I saw that you created a ticket a while ago about this issue and also mentioned about a code, would it be possible to use the approvals normally without any code?

Shilpa G · Answer

The ticket is being created through the portal.

There is script runner code written for the approval mail and the same is copied for resent. So one resent the mail goes but same does not happen the first time round.

Custom notifications are enabled.

Angélica Luz · Answer

Hi Shilpa,

Thank you for reaching out to Atlassian Community!

Just for us to better understand and help you with this issue, can you please let us know how are the tickets being created? Is it through email, portal or using the + button?

You said that if the ticket is resent it works, can you give us more details about it?

Also, please confirm on Project settings > Customer notifications if the notification for approval is enabled?

Regards,
Angélica