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GeraintJo
Level 4
February 19, 2025
Solved

Request Approvals - not generating emails

  • February 19, 2025
  • 4 replies
  • 779 views

Hi,

 

I've set up a 'request' approval process that triggers on a status change of a request

 

The approval goes to a 'role' - and there is only 1 person who performs that role.

 

The probelm is - that person doesn't get an email alert about their approval being needed.

They DO get a notification.

 

I can't see anything in email settings - both under system/Email/Notifications  or the users personal notification settings that could be blocking this.

 

Can anyone help ?

 

Thanks

 

 

Best answer by GeraintJo

Hi,

 

I'm not sure what the support team did but this was solved back in February with some sort of config change on our account

 

Though interestingly I can't now see these settings again !!

 

The use case we got them set up for did cease in April - so it hasn't been used since then.

4 replies

VicSellers
Community Advisor
VicSellersCommunity Advisor
Community Advisor
February 19, 2025

Hi @geraintjo - Is the email notification setting below toggled on? If so, it should be sending, assuming the user doesn't have it turned off as well. If both are set, then may be worth contacting Adobe Support to further troubleshoot.

 

Note: We have 'issue' renamed 'request' in our system, it may say 'issue' for you below instead

 

 

    G
    GeraintJoAuthor
    Level 4
    February 19, 2025

    Thanks Victoria

     

    I couldn't find a setting like that anywhere.

     

    Where exactly is it ?

     

    Thanks

    KellieGardner
    Community Advisor
    KellieGardnerCommunity Advisor
    Community Advisor
    February 19, 2025

    Event Notification Types | Adobe Workfront

     

    There are a few notifications tied to approvals and some of them are turned off at the system level by default so make sure they are turned on from the backend (if you are a system admin)

     

    Some things to consider

    • The project needs to be in a current/active state for approval notifications to work. They do not work when the project is in planning.
    • If it's going to a role then you need to have the "Approver not required to be on the project team" turned on

     

     

    Here is the notification you should check:

     

    Object Type Event Recipient Description Default state
    Issue Issue Pending Approval Approvers

    I need to approve an issue.

    Which users receive an email notification for this event depends on whether the "Approver not required to be on the project team (for approval processes that include a role)" setting is enabled (as described in Configure global approval settings).

    If this option is enabled, an email notification is sent to all users in the system with the "Approver" Job Role.

    If this option is disabled, only project team members with the "Approver" Job Role receive an email notification.

    A notification is sent if the project is in the Planning or Current status.

    		 Inactive

     

     

      G
      GeraintJoAuthor
      Level 4
      February 21, 2025

      Thanks Kelly,

       

      I've made a few tweaks and I do now see the right email notification options in the global settings.

       

      But - these settings aren't then visible under an individual users settings.

       

      And - they are still not getting any email notifications.

       

      I'll raise a query with Support.

       

      Thanks for your help.

       

       

        kautuk_sahni
        Community Manager
        kautuk_sahniCommunity Manager
        Community Manager
        September 1, 2025

        @geraintjo  just checking in! Were you able to get this resolved? If one of the replies above helped—whether it completely solved the issue or simply pointed you in the right direction—marking it as accepted can make it much easier for others with the same question to find a solution. And if you found a different way to fix it, sharing your approach would be a great contribution to the community. Your follow-up not only helps close the loop but also ensures others benefit from your experience. Thanks so much for being part of the conversation!

        Kautuk Sahni
        G
        GeraintJoAuthorAccepted solution
        Level 4
        September 10, 2025

        Hi,

         

        I'm not sure what the support team did but this was solved back in February with some sort of config change on our account

         

        Though interestingly I can't now see these settings again !!

         

        The use case we got them set up for did cease in April - so it hasn't been used since then.

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