Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Problem with approvals

I have a simple ticket type with approval

If I create a ticket for this ticket type manually everything works fine and the approver gets an email to approve 

However I need to create a ticket using Project Automation

When I create exactly the same ticket with the same approver the approver don't get an email. When I check the ticket I see that it's in the Waiting for approval stage and the correct person is listed as the approver. If this person goes to the Customer Portal - Approvals he doesn't see that he supposed to approve something. Also If I check Customer Notification Approvals log I see that there is Error for this ticket. However there are no details there regarding what is the error.

I tried to add an Intermediate stage before approval stage, but when I transition from Intermediate to the approval stage Approval still doesn't work.


Any idea what could be wrong ?


2 answers

1 accepted

0 votes
Answer accepted

Hi @Ilia Shapira 

To further investigate the issue, can you please share a screenshot of your automation rules?



Hi @Marini Marini 

This is the rule


Here you you can see the ticket that gets created. It is assigned to me as approver as it should. But I don't get approver notification and if I go to Customer Portal - Approvals its not there


This is the workflow for this ticket type


This is an error from  Customer Notification Approvals log


Hi @Ilia Shapira 

Jira Service Management (JSM) works a little bit different from Jira Software (JSW):

  • Every JSW issue is tied to an Issue Type
  • BUT in JSM, every JSM issue MUST be tied to a Request Type. A Request Type is tied to an Issue Type

If the IS-583 is created by the Automation Rule, I believe, if you click "Service project request" on the right-side menu, you will see "No match" for the Request Type field.


That's because, in your automation rule, you use Actions to "Create issue" where you won't be able to select the "Customer Request Type". By right, you should select Actions to "Create Service Management request" and select the correct Request Type.

If a JSM issue is created without a valid Request Type, the issue will not behave like a JSM Issue such as:

  • The issue will not be available from the portal. Thus, the approver will not be able to get an approval notification from the portal
  • The approval workflow will not work properly. For example, the approver will not get an email notification

My recommendation:

  • When working with JSM issues, always tie an issue with a Request Type. Most of the time, you do not need to care about the Issue Type
  • Modify your automation rules. When creating a JSM issue, use Actions "Create Service Management request" so that you can select the appropriate Request Type
  • When doing your testing, use different users for different roles such as Assignee, Reporter, or Approver. This way, you will mimic a real-case scenario

I hope the above answer helps!



Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

241 views 1 9
Read article

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