Approvers notification and permission not working

[Anis Hammoutene]

Hi,

I recently modified my workflow by adding an approval step to my workflow. I also modified my notification scheme by adding an email notification to notify approvers as soon as an issue needs approval.

My email notifications are working just fine and my approval workflow is working fine as well. However, my approvers doesn't receive an email upon creation of an issue. Moreover, when they try to access the issue, it says that they don't have permission to do it.

Do you know any way I can make it work ? 

Cheers,
Anis.

[Prashant Mali]

Hi @Anis Hammoutene ,

First check, Approver is having browse issue permission or not.

you need to check notification scheme for issue created event. check approver is present in specified role/group

Thanks,

Prashant

[Anis Hammoutene]

Hey @Prashant Mali,

After checking, everything is correct in my notification scheme and permission scheme.

Thanks,
Anis.

[Victor Mutambuki]

Anis,

Who are your approvers? Agents or Customers?

The link below should have all the info about this topic
https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html

Victor

[laralg]

Hello Anis,

There are 2 ways to work with approvals, people who are agents and people who are customers. If your approvers are agents then they can approve decline the issue as usual as it if were a normal transition.

But, if you approvers are customers, you should treat them as so. Have you checked that they have customer permissions in that portal.

Depending on the kind of approver, you should check some permissions or others.

Regards.

[Anis Hammoutene]

Hi @laralg,

Where can I check the permission ? because according to the permission scheme my group of approuvers are allowed to Browse Projects.

I don't get it why they don't receive the email notification.

Thanks,
Anis.

[Prashant Mali]

HI @Anis Hammoutene ,

You can use permission helper option to check users permission.

[laralg]

Hi Anis,

But are they in the service desk group? Do they have acces to the application? Is the approver in the issue? If he is not in the service desk group, is he in the customers section?