Not possible to add approvers to issue

[Michael Zimmermann]

Hello all,

I am an admin, with the corresponding role in IT Service Management. 

We would like to add Approvers to an issue. Based on field values, an automation will decide, whether to add person A or person B to the approver field. We have set the workflow, such that when an approval is required, the people, added to the approvers field, will get a notification.

Unfortunately, the automation returns "Inactive user", although the user is active and has admin permissions.

Within the issue, I cannot even add an approver manually. It always shows no "matches found". And adding an approver by mail is also not giving the expected result.

I am struggling to get any answer from popular search engines... 
So I am hoping anybody can help me :)

Best regards,

Michael

[Tom Steinberg]

Just faced a similar error. Referencing the user by field value, I needed to extract the accountID (eg. customfield_10078.accountID) in order to copy it to another field.

[Guruprasad Shenoy]

Hi @Michael Zimmermann ,

Welcome to Atlassian Community !

Can you please confirm if the Approvers Your trying to add have the Jira software product access and also project access 

and also share screenshot of Automation if possible ?

-guru

[Michael Zimmermann]

Hello @Guruprasad Shenoy

the Approvers I am trying to add are added as a customer to the project. They can be added when trying to add them as a request participant. Just as an approver it is not possible.

Here the relevant part of the automation (Mail obfuscated for privacy reasons):

The user is added and has admin permissions:
 

Strangely, while creating this comment, I am now able to add existing people as a approver. Adding them by adding their mail address is still not working though.
A coworker has the same permissions as I have but he can not see the approvers.

My view now:

My coworker still sees nothing (see screenshot #2 in the original post)