Unable to select approver within a Jira Ticket

[Joshua Stokes]

Hi all - 

Another question... The more I use Jira the more roadblocks I seem to hit with how to set certain tasks up...

We have a bunch of tickets in our system where they are at a 'Waiting for approval' status - 

The issue is, we cannot select any approvers as the group says 'No approvers added'

When I go into this group there are 12 users within this group - 

How can I get these users to show on this step? 

Within the workflow under BU Director Approval, it has Inc. Approval Step - 

Any advice would be great...

Is Jira and the back end meant to be this difficult to navigate? I feel nothing 'makes sense' and that you need to click 47 times to complete simple setup/config tasks?

Thanks for all your help!

[Joshua Stokes]

Thanks for the reply.

Can you provide a link to the documentation you referenced to set up the Approval step? The screenshots above were from our Jira site/App.
Are you working with a Team Managed or Company Managed project? Company Managed Project

In your configuration of the approval step you specified that the Approvers for a given issue will be the people specified in the Jira field named "Business Unit Director".
As the requests are created or progressed through their lifecycle you need to fill in the Business Unit Director field. The values specified in that field will determine who can execute the Approve action for the issue.

What type of field Is the Business Unit Director field? This is a Jira Field (Screenshot below)

Did you add the Business Unit Director to the Request Type? Looking under Request Type, under this particular request I can see the drop-down selection with the Jira Field 

Hopefully this helps, I have only been with the company for 3 weeks, and this went live on day 3... I did not set any of these forms/workflows/groups up.

[Joshua Stokes]

@Trudy Claspill 

[Trudy Claspill]

For clarity can you confirm this is for a Jira Service Management project?

The documentation for setting up an Approval step in a Company Managed JSM project is here, for your information:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/

When I asked about the type of field for Business Unit Director, I'm asking if it is a User picker field, a text field, etc. Get that information by finding the field on your Custom Fields list (available to Jira Admins from the gear icon / Work Items / Custom Fields). i.e.

How are you expecting the field to be set during the lifecycle of the request? Are you expecting the requester to set it, since it is on the Request Form? Are you expecting an agent to set it at some point after the request is created? Are you expecting the field to be set automatically?

[Joshua Stokes]

Hello Trudy,

Yep, this is a JSM Project.

The Approvers field under Custom Fields is 'User Picker (multiple users)'

The requester just puts in the Jira Request, then the agent in the back end will change the status of the ticket and select the approver from a list. (which is not happening at the moment) (example below of where we would like to select the approver from)

Not expecting it to be automated.

Thank you for your help @Trudy Claspill 

[Joshua Stokes]

Further to my previous reply, I have had a look at the doco you linked to in your last post, the approvers within our workflow have been setup just like this mentions.

Very confused and stuck on this one!

Appreciate your help with this.

[Trudy Claspill]

Hello Joshua,

This is not really my area of expertise, but perhaps I can offer some clarification.

Can you provide a link to the documentation you referenced to set up the Approval step?

Are you working with a Team Managed or Company Managed project?

In your configuration of the approval step you specified that the Approvers for a given issue will be the people specified in the Jira field named "Business Unit Director". 

As the requests are created or progressed through their lifecycle you need to fill in the Business Unit Director field. The values specified in that field will determine who can execute the Approve action for the issue.

What type of field Is the Business Unit Director field?

Did you add the Business Unit Director to the Request Type?