Cloning old tickets with an amended approval step not working

[Jeremy Jones]

I have a team that clones their tickets quite often and is something I have encouraged. I have recently made a change to the approval process however I notice that any new tickets the approval step works as intended but for any cloned tickets, it just gets stuck in the approval step. 

Ive included screenshots of the new step in the workflow

And the results when otherwise identical tickets are sent to the approval step. A new ticket works fine and the cloned ticket is stuck. Obviously the custom field being used is populated correctly given it works for new tickets.

Is there a setting I am missing? How can this be rectified as it is really not feasible to not utilise the "clone" function.

[Trudy Claspill]

Hello @Jeremy Jones 

I see that your post has JSM tags on it. Can you confirm that this concerns a Jira Service Management project?

Is it a Team Managed project or a Company Managed project?

What is the status of the issue when it is cloned?

What is the change that you made to the approval process?

[Jeremy Jones]

Thanks for your reply @Trudy Claspill 

Our company is still switching from Jira to JSM

This particular project is a Jira Software project, however these tickets and workflows (including the approval step) are used across all projects in the company. 

The status of the cloned issues is the same as the new tickets - it sits correctly in PENDING APPROVAL.

Previously the transition out of PENDING APPROVAL status was restricted to a Group of approvers 

[Trudy Claspill]

Is Pending Approval the initial status of an issue using this workflow?

Is the issue being cloned while in that status?

[Jeremy Jones]

Neither

The only change between old and new workflows was the approval step 

Tickets start in TO DO status and are then progressed to PENDING APPROVAL.

They are be cloned post-closure so completely different status. Doing some testing, it doesnt seem to matter what status they are cloned in, if cloned at all they get stuck.