Approval email

[Vittorio De Julio]

I enabled the notification, the test approve email arrives, but approval does not receive it 

any advice? 

Thank you in advance 

[Brant Schroeder · Accepted solution]

@Vittorio De Julio Welcome to the Atlassian community

How did you setup the approvers?  Did you follow the directions here: https://support.atlassian.com/jira-service-management-cloud/docs/add-an-approval-to-a-workflow/

[Vittorio De Julio]

Thanks i did not see this article before I will try .

[Tom Brown]

Hi @Brant Schroeder I am having a similar problem:

In one of our Service Desk projects approvers are not receiving the approver email and I have checked the following:

• Customer notification for Approvals is enabled and test email successful
• Approval is configured to status with a valid user picker group etc. which is present on screens for the project and has users added automatically using an automation when the issue is created

The only thing I have questioned after reading the linked article in your previous response is "You can add an approval step to workflows with an associated issue type that is being used by a request type".

The issue type in question is a sub-task type and is not available through the portal i.e. it does not have an associated request type. It is created through a post function only. Could this be causing the problem? The approvals still work by the way it is just the email that is not being sent.

[Brant Schroeder]

@Thomas Brown the issue type sub-type will not have a request type associated with it.  If an issue does not have a request type it will not send an email or be visible in the portal.  

[Tom Brown]

Thanks Brant