Override Approval

[Jesse Ortega Jr]

Hello. I have an automation rule to override an approval when the creator of the ticket is the same as the approver. I am using the condition of "contains" because at times there is more than one person listed as an approver. However, the rule is overriding the approval even though the creator of the ticket is not listed as an approver. What am I missing?

I have tried using the condition of comparing fields but the "Business Owner(s) Approver" field is not given as an option.

[Marc - Devoteam]

Hi @Jesse Ortega Jr 

Why are you using approval completed trigger?

In my opinion you should use the Approval Required trigger.

[Jesse Ortega Jr]

I am using the trigger "approval completed" because there are two layers of approval. The rule I created is to override the second approval. 

[Marc - Devoteam]

Hi @Jesse Ortega Jr 

Then try to use the trigger work item transitioned from the 1st to second approval.

[Jesse Ortega Jr]

The automation rule is working and the override happens. The issue is that condition is not working. The override is working even though the creator and the approver are not the same.

[Marc - Devoteam]

hi @Jesse Ortega Jr 

For clarity, if you refer to the reporter field and the approver field of the issue or are you using the creator, as the creator field is not on an issue.

[Jesse Ortega Jr]

Hello. I am referring to the creator field. I am using it in other rule with no issues.

[Marc - Devoteam]

Hi @Jesse Ortega Jr 

On you issue is there a creator field, is this a custom field, or are you using the information form the creator that can only be seen in the column creator in list view or search results.

options to check

• set an extra condition to check if the outcome of the approval is completed, as a JQL condition; approvals = approved()
• set {{creator.accountId}} as smart value.
• try to add a re-fetch action, 

If all the options are not working, then I think the trigger of the rule is the reason, try;

• • set the Work Item Transitioned as trigger