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Need help in creating workflow

Hi team,

I am using "default system request workflow" for a request type. But when the user selects the approver it doesn't trigger any email to the approver where he can approve.

Can some help me to create the workflow?


Chethan G

1 answer

Hi @Chethan ,

Thanks for posting in community.

 Could you please check this earlier community post and comments - .

I presume you need to check customer notification settings.

Next, please check this documentation for workflow in Jira Service Management - .

Hope that helps.

Please accept the answer if it resolves your query else respond and allow others to share input.

Stay safe and healthy.



Hi @Suvradip Paul : Thanks for your email. I am sorry to say it did not work. I have the settings in place as suggested by you. I have attached pic of my issues, hope so you can refer those and help me

Pic 1: Settings that I have in my project settings>> customer notifications>> approvers- It is enabled

Pic 2: I create a ticket and I can see the approver field and when I add the approver email ID, it adds the email ID but there will no email sent to the approver.

Pic 3: Approver name will be displayed in the ticket but email triggers are not working and also if u notice the status is also waiting for supportImage 1.pngImage 2.pngImage 3.png 

Hi @Chethan 

Thanks for responding to my earlier post.

  1. Could you please navigate to Customer Notifications >> Approval Required >> Click on edit >> Check the Security Settings (i.e. how this can be approved - this is really important, followed by content and lastly Preview. There is an option in Preview to Send me a test email . Once you click a notification would be there - test email would be sent on the right hand corner of the page(similar to other notifications). I have just checked this is my Jira Service Management Personal Account and it worked fine(Note - I have kept everything as default). Could you please check that it's working fine in your case?
  2. Why are you entering the email id, is it your approver outside org and don't have access to JIRA Service Management? 
  3. Navigate to Workflow and check this either in diagram/ text format? I presume it's start as Waiting for Support(initial default status). But. please do check again.

Note - Please blur the publicly identifiable information - email etc. This is public community so you should blur these. Thanks. 

If the details and checks mentioned in Step 1 doesn't work, I would request to raise a request with support.

Please accept if it answers your query else please respond allow others to input.

Have a nice day!



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