Multi User Approval Workflow only sending email notification to 1 user.

[Justin Kelley]

I have a multi user approval workflow set up and it is recognizing all 3 of my approvers. However, it is only sending the approval notification to 1 of the users. Within the ticket, it shows that all users are "waiting for approval". I am needing all users to receive the approval request notification. 

[Justin Kelley]

My issue was that all the Approvers were not listed as a Customer within the project. 

[Aaron Geister]

Hello @Justin Kelley  Hope you are doing well. Welcome to the Atlassian community.

Can you show me a screenshot of the settings for the approval in the workflow? There are settings in the workflow that you set the multiple approval.

Also did you verify the other users didn't get an email? I can't remember but I am sure that each user gets a different email for the approval so you wouldn't see the other users on the email.

[Justin Kelley]

Hello Aaron, 

Yes, I confirmed multiple times with the other 2 employees that they did not receive an email notification. I was the only one receiving it. 

I have attached several additional screenshots showing the workflow, the approval configuration, and the custom multi user field configuration.

[Aaron Geister]

Are you trying to use the same field for 3 different approvals or are we only talking about the first approval here?

Another thing to try is to take them out of the default value and in the field context. Then add them to the request type and hide the approvers field. Then see if your getting the notifications. 

[Justin Kelley]

Aaron, I am only trying to get the "Waiting for Approval" completed first. Once this one is completed, I will create a separate multi-user field for the other 2 approvals. 

I tried removing the default value for the custom field and instead added them to the request type and hid the approvers field. I got the same result. I received the notification but the other 2 employees did not.

[Aaron Geister]

This is good to know. Are the approvers customers or internal JSM agents? The notification scheme could be an issue but I have never seen that happen to not send email to other users that are asked to approve.

I would check the customer permissions and notification scheme to see if something is blocking the email. 

Since this is not a regular issue it might be best to put in a support ticket to see if there is a bigger issue within your site. 

Please let us know the outcome of your findings. 

[Justin Kelley]

I am an org/site admin and the other 2 approvers are customers. I have never seen this issue happen before either so I'm a little confused myself. 

I have submitted a support ticket and hope to hear back soon. Thank you for your help!

[Aaron Geister]

Please let me know how this turns out for you.

[Ifa Emuh]

I am having the same exact issue. Please let me know if you are able to resolve

[Aaron Geister]

@Ifa Emuh  You could try to start a new workflow and remove the other one. Starting over might be help and clear and data that was causing this.