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Set approvers via workflow post functions or automation?

Jeremy Wood
Contributor
June 13, 2026

In JSM, when setting an approver for a ticket and that approver is a static person. Is it best practice to set that approver via a post function on the transition moving into the approval status OR to set it via an automation that is triggered when the ticket transitions to that status?

We are currently using automations but we are overhauling our JSM project so now would be the optimal time to change if i wanted to. 

I kind of want to continue to use automations as i feel like those are easier to maintain than workflows. I also want to make sure that others that come behind me, and our more junior technicians, know where to look for approvers. We still have the need for dynamic approvers (if software = A, set approver A. If software =B set approver B) so if we do set the static approvers in workflows this would mean having to look in two places. 

Although, i do see the appeal of using a post function. It runs faster/sooner then an automation would. It could cut down on our automation counts (we haven't had a problem with the limit yet. But it helps ensures we don't in the future.) Atlassian has had several issues over the last month with automations being delayed and while i know those are not the norm, it would remove that from being a point of failure. 

 

What does everyone else do? 

 

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