no emails to approvers after changing type from servicerequest to service request with approval

keepbit Info

we receive a ticket via email.

This creates a "normal" service request.

If we change the type to "service request with approval" and add approvers afterwards,

the approvers don´t get an email.

No email just as information, nor with approval option.

Attention: if the initial type is "service request with approval" and we add the approvers, it works !

Can someone help?

Angélica Luz

Hello there,

Thank you for getting in touch with Atlassian Community!

When we change an issue type on a Service Desk ticket, the request type is set as "No match".
As the approver notification is a customer notification, it will only work if the request type is filled because is that what triggers the notification for customers.

So, after you change the issue type to Service request with approval, please add a request type and then add the approvers.

Please, give it a try and let us know how it goes.

Regards,
Angélica