How to stop multiple approvers on a request ticket

[Keisha Hallows]

We have one Jira user, when we raise a request ticket which needs approval, its send the approval emails to all jira users instead of just sending it to their line manager. 

I have tried deleting the user in Jira User Management, along with the user CMDB and then recreating them as they have previously worked for us, thinking maybe Jira held onto something from last time. 

Just could do with some advice on where to look.

[Matteo Vecchiato]

Hi @Keisha Hallows ,

Thank you for your post.

I suggest to check how the field approvers is populated. It could be done:

• Through request type as pre-defined value (look this https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-pre-set-list-of-approvers/ 
• Automation rules that set up the approvers field
• Some script/post function in the Workflow.

I suggest to get insight the history of a work item and check when the approvers field is populated.

Hope it helps