Only Agents receiving approval emails

Question

We are using Issue security, due to ticket content.

We have workflow that creates an approval sub-task and customer notification for approvals is turned on.

However, for some bizarre reason, only approvers who are also agents appear to be receiving the email. No customer only approvers are receiving either the email or in app notifcation.

As we are using issue security, the custom field containing the approvers IS allowed access.

Any suggestions/ideas greatfully recieved.

Myles Boyd · Answer

Yep; that fixed it.

For customer notifications to be sent, a tickets needs to have a request type.

It's a pain, I'd done the approval process as sub-tasks on the main issue.  So had to go thru and update all my automations.

John Funk · Answer

Hi Myles - yeah I suspect what you described is the case. Let us know how you testing comes out.

Myles Boyd · Answer

I "think" I cracked it - testing

Doing some googling, I found something that says for people to recieve JSM notifications on a ticket, the ticket must have a Request Type.

Because the approvals were sub-tasks, there was no request type.

Change the issue type and added a request type, 1st test, approver received email.

Not sure why it worked for agents, but hoping this is it.