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Approvers do not receive email notifications

I can no longer get email notifications to be sent to the Approver/s. I am suspecting an issue with my notification scheme. Note: emails are being sent to the reporter on 'issue create' no problems. I checked the default rules and sent myself a test email from the approval customer notification, I receive that but not in a real event. 

I am only using one notification scheme for all projects. I have notification setup to send to CurrentAssignee/All Watchers/Reporter/Approvers (Customer Field Value) and Request Participants (User Customer field value).

The workflow works fine and as an Approver I can approve requests by accessing the ticket without a problem.

Any ideas?

Paul

 

1 answer

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Answer accepted
Jack Community Leader Jun 24, 2019

Approval notifications are controlled under project settings > Customer notifications. Check to ensure it is enabled.

Jack Community Leader Jun 24, 2019

Wait...I see you are asking about JSW not JSD so my previous comment is invalid.

notifications 1.JPGCHECK. I can also send a test email and it works fine.

Jack Community Leader Jun 24, 2019

Ok so this is JSD then. I will move the post to JSD. Given you show it is enabled and a test email works I suggest reaching out to Atlassian Support. I wonder if an update may have broken something in your instance. The other possibility is an addon conflict, are you using any?

Well it looks like it's an Add-On. In Safe Mode I received the email notification as an approver. I'm suspecting it's the most recent add-on I installed last Friday. Thanks for the tip for the add-on conflict.

Don't keep us in suspense, what was the add on??

Oh who knows, was way back in June and has since been deinstalled. Nevertheless, the vendor went away to fix the issue. Suggest that if you have the same issue, go to safe mode and see if your problem persists. If it does, it's not an add-on. If it works, then it's a case of trial and error.

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