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How to "Add Approver" in a ticket

Hi There, 

When a customer is added as an approver to a ticket, they are not receiving a notification informing that the ticket is waiting for approval. The approval doesn't show up on the customer portal either.

The request type in this case is "Incident". Please help!

4 answers

1 accepted

0 votes
Answer accepted
Dirk Ronsmans Community Leader Dec 19, 2022

Hey @Swaroop Kumar ,

Normally your approver is notified through the "customer notifications". Best would be to verify that that one is indeed enabled.

Also keep in mind that the notification triggers "on transition to an approval state", so if you are already in your "awaiting approvals" status then the email will not be sent to the new approver. You need to transition to that status again to fire the email.

This worked. Thank you @Dirk Ronsmans 

0 votes
John Funk Community Leader Dec 19, 2022

Hi Swaroop,

Does the user receive other emails from your Jira instance, and it is just the approvals that is not working?

Hi @John Funk ,

Other emails are flowing in as expected. It's just the approval email that doesn't go thru for any user and neither show up on their Customer portal.

John Funk Community Leader Dec 19, 2022

Can you share the settings you have on the Customer Notifications for Approval required? 

Hi @Rilwan Ahmed ,

Sorry for the error, the request type in use is "Service Request" and it has an approval step added. Also, the customer notifications is enabled.approval.PNG

0 votes
Rilwan Ahmed Community Leader Dec 19, 2022

Hi @Swaroop Kumar ,

You need to add approval step in your workflow as described in

You can also update the customer notifications (JSM project settings -->Customer notification)  for approval event if required.

Rilwan Ahmed Community Leader Dec 19, 2022

Hi @Swaroop Kumar ,

Make sure you have selected "include approval step" on the Approval status as shown in the image below.


If the above step is correctly done and the workflow is published, then please go through the causes and workaround mentioned in

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