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Jira Service Desk Approval Emails not being sent to approvers

abbas.natto@saudienaya.com

I have a new Jira Server installed with Service Desk in trial mode for only 2 days, so i haven't changed much in the system.

I tried to test the Approval work flow in both the "Change Request" and "Service Request With Approval" issue types, at first they didn't work as expected, on the right side of the ticket wasn't updating with the number of approvals and no emails were sent to the approvers or the CAB members.

So i created a copy of the workflow and configured the approval and specified the CAB and associated the workflow with the schema with the issue. Now on the right side of the issue the approves work as expected, but still the emails are not being sent.

I tried using the notification helper there is not event for approvals but on the other events it doesn't show anything is wrong and the emails are being received for all other events.

How can i get or trouble shoot the issue of emails not being sent to Approvals or CAB members.

Accepted answers

Susan Hauth _Jira Queen_

Hi Abbas,

You need to go to the Customer Notifications and enable (and modify if you wish) the approval notifications.

The Jira project notifications won't send on approvals only the customer notifications

https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

Hope that helps

susan

All comments

Susan Hauth _Jira Queen_

Hi Abbas,

You need to go to the Customer Notifications and enable (and modify if you wish) the approval notifications.

The Jira project notifications won't send on approvals only the customer notifications

https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

Hope that helps

susan

abbas.natto@saudienaya.com

yes thanks i got the emails working now, but when i press on the button to approve it takes me to this link

http://jira:8080/servicedesk/customer/user/approval-action/IT-90/6/approve

Its like a broken link, where i can't approve or decline the issue

Jira Capture 2.PNG

Susan Hauth _Jira Queen_

HI,

Are the approvers set up as customers of the service desk. THey need to be in order to do approvals.

Susan

abbas.natto@saudienaya.com

I'm only using ActiveDirectory Users and in the project "Everyone with an account on this Jira instance is a customer"

Jira Capture 3.PNG

abbas.natto@saudienaya.com

i had contacted the support team, and the solution was that the Customer Request type was null, there has to be a value for the portal to work.

Bob Griffin

I confirm that setting the Service Desk request type fixed my problem.

I had a service desk project where approvals were setup in the workflow, but the approvers never received email notifications. It turns out the Service Desk Request Type was not set. Once I updated the request type, notifications are sent.

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