Adding list of approver to JIRA Service desk

Nasir Husain

I am configuring JSD and the workflow allows service request with approval. The approval process requires a drop down list of approvers based on request type.  The Request type allows addition of Approver field but the drop down list is not there. I would like to prompt user to select approver from the drop down list. Is there a way to use a drop down list of approvers?

 

Also, for some reason I am not able to approve a ticket although I am an approver. The JSD ticket shows approval needed and my name as approver but there seems to be no way that I can approve the ticket.

Petter Gonçalves

Hello Nasir,

Welcome to Atlassian Community.

Per your description, I believe you are using the wrong field to set your approvals or with the same name as the default Approvers field. Please, follow the steps below to check/fix the problem:

- Navigate to your project > Project Settings > Workflows > Click to Edit your workflow

- Click in the status where the approval is required > Click Configure in the right panel:

- Check which field is configured on Get approvers from and confirm if there are no other fields configured with the same name in the drop-down

- Navigate to your project > Project Settings > Request Types > Click in your request type > Edit Fields

- Click on the approvers field and check if the true name returned is the one configured in your workflow

Once the correct default field Approvers is added on both workflow and Request type, the drop-down should be displayed in the customer portal with the users and you should be able to select it from your side too.

Let me know if this information helps you, Nasir.