Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage


I have currently set up the customer notifications in project settings for the approve to receive an email. However, currently the only email sent is to confirm that the request has been received by the site.

3 answers

0 votes
carolyn french Community Leader Dec 01, 2019

Hi Bryan, and welcome!

It sounds like you are in Jira Service Desk, so I'll update the tags on your question.

Previously, another user had trouble with an add-on conflict:

Can you check if that could be your problem?


I have enabled the notifications for approvers as seen in the photo attached. I have also uninstalled all add-ons but the issue persistsSnip 1.PNG

carolyn french Community Leader Dec 02, 2019

That's screen looks good. 

Can you share your workflow?

Have you double checked that spam filtering is not the problem?

I have a similar problem. The approver gets the initial "work order submitted" email but if i go and make comments on the work order, the approvers do not see the comments. HOWEVER other agents who are NOT approvers DO receive the comments fine!

jira core is 8.5.0 and jira service desk is 4.5.0


Approver message:

approver message.png


Just an agent, who is not an approver, message.


non approver message.png

actually i thought a bit about this and revisited after a long absence and it hit me like a tone of bricks.

Just use a workflow copy function to copy the approvers list, adding it into "request participants" list!


Its a work around but totally works. Then when they are request participants, they get all the notifications! bwahaha...

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

157 views 1 0
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you