Approvers are not registering?

[Gabriel Radziszewski]

Good day, I am a little confused by the Approvers field in Jira.

What I would like to achieve: I want my customers to be able to select an approver that is also a customer, one of their managers, and have that approver accept/deny their request prior to us beginning work on a project. Preferably, I would like the approvers list only to show said managers, but not a requirement.

What I have: I have an approvers field that is able to populate *all* of my customers - not just the customers, and I am able to get customers to select those without issue.

The problem: Our workflow for the ticket starts with a review, then we move the ticket to 'Authorize' which should inform the approver to do said approval. However, they never get notified about the approval, and Jira also doesn't seem to detect that an approver has been selected. 

As you can see in the attached photo, while I have selected a user for Approval, while in the "Authorize" step, it says that I need to select an approver, despite there being one already set during ticket creation.

Any help on this would be very appreciated.

 

[Mikael Sandberg · Accepted solution]

Hi @Gabriel Radziszewski,

Welcome to Atlassian Community!

In your approval step in the workflow, is it set to use the Approvers field?

Regarding who can be selected as the approver, that is controlled by the customer permissions. If it is set to the third option that would mean that any customer would be able to see and select any of your other customers.

 

[Gabriel Radziszewski]

@Mikael Sandberg  Thank you for your reply! I have my customer sharing already enabled, the 'issue' is that it displays all the customers in the organization as opposed to just the 'managers' - I was hoping to set who is allowed to be set as an approver and everyone else is excluded from the list.

I read somewhere about custom approver fields using single user picker, but I wasn't able to get it working. Not the biggest concern at this time however. I'm more concerned about the approvers field.

Here is the workflow in its current state, I'm not 100% certain if it is set up correctly.

Here is the properties window of that same workflow for the Authorize step:

[Mikael Sandberg]

Okay, so I would look and make sure that you do not have more than one field called Approvers. And you should be able to create your own user picker field and limit that to a specific group if needed. Also try and make a copy of your workflow and replace it with the existing one, on rare occasions changes made to an existing workflow may not take affect.

[Gabriel Radziszewski]

Sounds good Mikael, I'll try re-creating this.

I have already tried to create my own user picker, however it was not populating any names for some odd reason. I ended up scrapping that idea and came here after having too many issues get it working, I'd rather have more names than no names! :) I'll let you know how it goes this afternoon, hopefully can get this resolved. 

[Gabriel Radziszewski]

@Mikael Sandberg Good news! I figured it out, I'll post the answer in case anyone comes across this.

The mistake I was making was modifying the workflow for the request type. So as an example, I had "request new phone" as a request type, I would go into that, select workflow and modify that workflow but the changes wouldn't stick.

By going into issue types, and modifying the issue type that the request type utilized, the changes took! 

I'll have to do the same thing and test if I can get a customer single user picker list to function using this same strategy and hopefully I'll have it the way I would like, but I'm happy where I'm at. Thanks a ton for your help!

[Mikael Sandberg]

Glad that you got it figured out.