Approver's notification from Service Desk not working

Gabriela Molitoriszova

Hello, we are facing the problem that the approval process on the Service Desk is not sending a notification email for the approvers to approve/reject the issue. Approval required rule in Customer Notifications is enabled. The approval process is also set-up on the workflow status. This problem occurred after some time notifications were working properly. So we are not sure what is the root cause. Do you have any advice or experience with a similar problem? 

 

Jira version that we use is 8.5.3. and Service Desk version 4.5.3

Petter Gonçalves

Hello @Gabriela Molitoriszova

Thank you for reaching out.

To better troubleshoot the issue, could you please provide us with the steps you took to configure your approval process? Are the approvers selected by Agents or are you using a pre-selected list of Approvers?

Without further details, I suggest you check the following steps to properly troubleshoot why the issue approvers are not being notified when the issue reaches the approval status:

1 - Check if the approvers configured are able to access the issue, verifying your customer permissions under project settings and making sure the approver has the permissions to access the issue.

2 - Check if the field selected for Approval (Under project settings > Workflow) is the correct one where the approvers are being added to, in case they are manually added by the agents

3 - Under project settings > Workflow, manually create a post function to notify your approvers in the transition that moves the issue to the approval status, confirming if it works or not.

Additionally, please check the documentation below and confirm if you didn't miss any steps described to configure the approval:

Configuring Jira Service Desk approvals 

Let us know if you have any questions.