Hi everyone and thanks for your patience.

I'm pleased to announce that we've implemented changes so assignees or watchers who are approvers will continue to get internal notifications. Please refer to documentation below to understand changes in behaviour.

https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/

Thanks,
Jason and the Jira Service Management team

Hi everyone,

A quick update that this is currently being developed.

Cheers,
Jason

Hi All,

I've reviewed this ticket and this issue is a strong candidate for our roadmap. Please stay tuned for updates.

Thanks,

Jason and the Jira Service Management Team

Hi everyone,

I'm Jason, one of the Product Managers on Jira Service Desk. 

I'm currently looking into Approvals requirements and I'd like to understand your use cases better to help us prioritise and deliver solutions that work for all,

You can reach out to me at jdcruz@atlassian.com . Your feedback will help us prioritize our efforts and deliver better value.

Cheers
Jason

Hi, a very strange issue for our company. Also played back for Jira Service Desk 4.8.0 locally (server)

I agree, +1, double checks, what have you. 

++1

Of course approvers shouldn't be treated as customers in regards to notifications.

There are two clearly defined use cases:

• Requires internal approval (therefore the approver in question is an Agent and needs to be notified)
• Requires external approval (therefore the approver in question is a client and needs to be notified)

Another impact of this treatment (extends to people who have been added as participants) is that any SLA that is tied to the agent adding a comment to the ticket will fail, as the SLA will see this agents response as being a customer response, not a response to the customer! We have lots of SLA "failures" as the customer shared the issue with the agent and the SLA timer did not stop when the agent left a response.

I see that this is in "to do" for server. Please do it for cloud as well!

+1, really annoying. I can't just buy 1 admin account per department to be quite honest

Suggestion: Make approval emails independent from the notification scheme so that it will always send or give me an option to re-trigger the approval email if the issue has not been approved for X amount of time

+1

We are also suffering greatly from this as we cannot get all customers to click the Approve button, so a agent adds herself to Approver so she can see and click the Approve button, but then she stops getting all internal notifications. The agent is in the service-desk-agents group, not service-desk-users, so should always be considered an agent.

I am not getting notified when I'm an agent and an approver. This is really an astonishing behavior of the software. Every now and then I have to go manually over each issue in order to check if a customer has responded to my questions.

If they are JIRA licensed customers you can set filters to remind them they have approvals waiting. This is a major issue when the person needing to approve something is just another service desk customer. There is NO WAY to remind that person they have an approval waiting if they miss the initial email.

This needs to be fixed as soon as possible. Our security organization is not getting responses by our internal customers, which leads to major misunderstandings!

How can you not remind approvers that they need to approve something? Whoever designed this feature has magical customers that never forget things or miss emails...

It doesn't even have to be a customizable reminder, it could simply resend the initial email about an approval waiting on a schedule.

Major oversight.

We recently discovered that some users/agents in our organization are affected by this, and are not getting notifications for Service Desk tickets that they are approvers on. Our solution is to create a new admin user specifically for purposes of approvals, but it's not ideal since we're going to be throwing money at the problem as a fix until it is resolved.