How can a user change the approver?

[Tim H_]

I've set up an approval step in my workflow and it works as expected. However, sometimes the user selects an approver and later finds out that this person is sick, on vacation or isn't present for other reasons. Thus, I want the user to be able to change the approver in retrospect.

Right now, the user has to contact a Jira agent so that the agent can change the approver in the backend. It's of course possible, but it's very cumbersome.

Is there a way how the user can change the approver himself?

Any help is greatly appreciated!

Tim

[John Funk · Accepted solution]

Hi Tim,

No, a user is not allowed to update fields in Jira Service Management once the ticket is created. It can only updated by an Agent. 

[Tim H_]

Thank you, @John Funk 

I guess I have to live with this :-(

[Liz Tanner]

Howdy Tim! Quick Disclaimer: I could not test the solution below b/c I am on JSM - CLoud, Free. I found the following two sources in the JSM documentation specific to Server v9.12.12. I think these are your solution!

To allow users to select their own approvers from multiple options, check out these two resources:

1. In the ‘Configuring JSM’ source, in, collapsible steps 2 and 3 near the bottom of the page: This explains how to configure JSM to let users pick their approver from a pre-set list.
2. In the ‘5. Add Approvals to your workflow source, in Section ‘Workflow step: Approving’ shows how to define approval criteria—like setting a transition to occur once 1 of 4 approvers approves.

One final NOTE: You must be a Jira and/or project admin to configure the user picker field and workflow in this way.

Keeping watch on this one in case you need a different solution(s)!

[Tim H_]

Dear @Liz Tanner 

Thank you for your reply. The documents you provided show how to set up a standard approval process as far as I can see. This, however, is not my problem. The approval process itself runs smoothly.

However, there are cases, in which a ticket is "stuck" because the approver is not present. Agents can change the approver in the backend. But I want the actual user to change the approver.