Summary

When using the Approvals feature in SD, a user will not be notified for an operation if:

1. The ticket is in the status configured to 'Add approval',
2. The user is an approver
   Even if the user is an agent, an assignee or watcher.

Steps to Reproduce

1. Create a Service Desk project
2. Edit the Workflow to add a 'Waiting Approval' status with the 'App Approval' selected
   • In test, we removed the transitions from 'Waiting for customer' and 'Waiting for support' to 'Resolved', added one from them to 'Waiting Approval' and from 'Waiting Approval' to 'Resolved'
3. Create a user with an email you can check
4. Create a ticket
5. Add the user as assignee and watcher, to make sure this user is notified for comments in this ticket
6. Add user as approver
7. In a status different from 'Waiting Approval', comment internally the ticket (notification 1)
8. In status 'Waiting Approval', comment internally the ticket (notification 2)
9. Remove user from 'approver'
10. In a status different from 'Waiting Approval', comment internally the ticket (notification 3)
11. In status 'Waiting Approval', comment internally the ticket (notification 4)

Expected Results

User should receive all 4 notification messages for comments.

Actual Results

User receives notification messages 1, 3 and 4, but not notification 2, as it's in the 'Waiting approval status' AND the user is an approver.

Notes

Service Desk notifications are generally not sent, as well as 'internal comments', handled by JIRA. However, there were a few cases where we saw these working.

Workaround

None so far.