How can I add approvers in workflow of a specific request type in a team-managed JSM project.

[Gemma Huang]

Hello team,

I have set up the approval for my request type as shown in the screenshot below. 

However I am unable to add approvers for a request although I have Agent role even the Administrator role in the project. To supplement, my project is a team-managed JSM project.

Could you please suggest what the problem is and how can I resolve it?

Thanks a lot!

[Ash H_]

Hi @Gemma Huang

I'm Ash from Appfire's Expert Services Team. 

In a team-managed Jira Service Management project, adding approvers is designed to be a bit more streamlined than in company-managed projects. To set this up, you’ll need to navigate to your project settings and select "Service request types." From there, choose the specific request type you want to modify and click on "Edit workflow." You can then select the specific status where you want the approval to happen (like "Waiting for approval") and add an "Approval" step. Jira will automatically create an "Approvers" field for that request type. You can then define whether the approvers are pulled from a specific field or if they should be manually added by the person raising the request or an agent.

If you find that the native team-managed approval options are a bit too rigid for your specific workflow needs, Jira Misc Workflow Extensions (JMWE) can offer a lot more flexibility. JMWE allows you to automate and enforce approval processes using advanced validators and post-functions that go beyond the standard Jira features. For instance, you could use a "Previous Status Validator" to ensure a request doesn't skip the approval phase, or use post-functions to automatically assign specific approvers based on the data in the request, such as the department or the cost involved. This helps ensure your process remains compliant and consistent without requiring manual oversight for every single ticket.

Good luck!
Ash

[Gemma Huang]

Hi @Ash H_ ,

"To set this up, you’ll need to navigate to your project settings and select "Service request types." From there, choose the specific request type you want to modify and click on "Edit workflow." You can then select the specific status where you want the approval to happen (like "Waiting for approval") and add an "Approval" step. Jira will automatically create an "Approvers" field for that request type. You can then define whether the approvers are pulled from a specific field or if they should be manually added by the person raising the request or an agent. "- I think i have completed all these steps you mentioned as you can see in my original post for the issue that the approval has been set up. The issue is I am unable to add approvers for the approval although I am already an Agent in the projects.

Is it any other permission or access needed? I am able to do this in the other JSM project which was created in June 2025.

[Gunjan Kumar]

Hello @Gemma Huang 

It looks like the workflow is waiting for approvers, but the "Approvers field" isn't available on the issue, please add the "Approvers field" to the issue layout/screen for this request type in the team-managed project? Once it's available, you'll be able to add the required approvers and move the request forward.

[Vignesh Jayagopal]

Hi @Gemma Huang 

I can see that you have configured the "Business VP Approver" field in the workflow. Could you please confirm whether this field has also been added to the request type and the issue screen?

I assume this is a User Picker field. If so, the approver needs to be selected through this field when the request is created. Once the field is populated, the approval step should be able to identify the approver correctly.

Please confirm if the field is already present on the request form and issue screen.

[Gemma Huang]

Hi @Vignesh Jayagopal ,

Thanks for your instant response. I feel confused for this step. I could not find  "Business VP Approver" field when I try to add it to the request type. 

However, if I want to use a people field which has already been added to the request type "Business VP Approval"(highlighted in yellow), it would not show in the dropdown list to be selected for Approver field but to create a new one. If I select to create, it will say it already exists which is very confusing...