Issue Summary

Approval notifications are not triggered if Approver is set via third-party App and the approval is the initial step on your workflow

Steps to Reproduce

1. Install a third-party App such as "Extension for Jira Service Management".
2. Configure the Approver field within the App. You can follow the steps from this page to add the approver field to their App: Add Dynamic Fields
3. Create a test ticket on which the approval is the initial step in the workflow.

Expected Results

Users should receive an email saying that the request is pending approval.

Actual Results

Users are not receiving the notification.

Workaround

• Remove the approvers' field from the App configuration and add it to the Request Type configuration as shown in this article.
• As long as the "Approval" step is not the initial this works, so you can add one additional step between the creation of the ticket and the approval one.
  • You might create one status called "Triage" and then have an automation rule that transitions from "Triage" to "Waiting for Approval". By having the automation rule you will not add any additional overhead for your team.