We have a specific Issue Type that requires approval prior to beginning any work. The Approver is determined by the agent and entered after the request is received and has automatically entered the "Waiting for approval" status.
Depending on your use case, there are 3 ways to configure the user picker custom field that you selected on your approval step.
3. You want your agents to specify the approvers - This is useful if the customer doesn't know the approver, and the approver depends on the information on the request. In this case, the agent will need to review the request, and manually add an approver. View the request in your service project, and the user picker custom field is displayed in the People section of the request. You can make any changes you need to make inline. Note that there is also an Approval section that lists all approvers, however you can't make any edits here. If the field isn't showing, you may need to get a Jira administrator to check the field is still available on your project screens.
https://confluence.atlassian.com/adminjiraserver/configuring-jira-service-management-approvals-938847527.html
On the Agent View, the request is "Waiting for Approval" with a a message, "Add approver". Once an approver is added, the message changes to, "1 approval needed."
However, the approveal email notification is not sent to the approver because the Approvers field is set AFTER the request enter the approval state.
Problem
When a Service Management request transitions to an approval status, the approval notification is not sent to the approver(s) although it should.
- Root cause 4:
- The Approvers field was not set before the request transitioned to the status that requires an approval
Diagnosis
- Root cause 4:
- For the approval notification to be sent, it is required that the Approvers field is set before the request enters the Approval status
Resolution
Make sure that the Approvers field is always set before the request enters the Approval status (by ensuring that it this field sent during the request creation from the portal)
https://confluence.atlassian.com/jirakb/the-approval-notification-is-not-sent-when-a-service-management-request-is-waiting-for-an-approval-1031835729.html
How can I send a notification email to the Approver when using the option to allow Agents to set Approvers?
