RITM approval event (approval.inserted) not firing

[Maria20]

Hello SN Community,

I have a requirement whereby manager approval is needed at the REQ level (this part is working) and security team approval at the RITM level (this part is not working) of a request ticket.  The RITM approval portion is not working in my Production instance but was working in my DEV instance.

I have a workflow that has the RITM approval item in it.  The workflow seems to be populating the RITM Approvers properly, but the approval.inserted event is not firing on the RITM so the approvers are not getting the approval email.

Can someone help, please?...and thank you in advance.

Maria.

[Ankur Bawiskar]

@Maria20 

are records getting created in table sysapproval_approver?

if yes then the approval email etc should work

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[Maria20]

Hello Ankur,

Thank you for the response....

Yes, the records are getting created in the sysapproval_approver table.  This is what makes it so confusing.

Maria.

[Ankur Bawiskar]

@Maria20 

so approval email is not being sent out?

[Maria20]

Ankur,

That is correct, the email is not being sent out to the approvers listed in the sysapproval_approvers table.

Maria.