Approval Group Missing approval buttons

Question

I have created a work flow that integrates with our current work flow but adds an approval stage (For CAB process)

However once the ticket has been sent to "Awaiting CAB Approval" the members of a group should be able to approve or decline this ticket but the options will not appear. It states "Approvals - 1 Approval needed - No approvers selected" but this is referencing a a custom field of single user picker, with a group filter.

If i go through an manually add a user from the group, it then shows the "approve" and the "Decline" buttons.

Kian Stack Mumo Systems · Answer

Since you are using Jira service desk, you are able to popualte them automatically! Check out the automation rules!

Click "Project Settings"> Automation>Add Rule>Create Custom Rule.

You can set it up so when an issue is transitioned to "Awaiting CAB Approval", you can "Edit" the issue to set up your approvers with a preset value.

Henry Hodge · Answer

Thank you for the reply Kian.

Yes, it does make sense and i suspected that this was the problem. Is there a way to populate this field with a group, or multiple users? I've had a look through and cannot see any way!

Kian Stack Mumo Systems · Answer

Henry,

The issue here is that in order for someone to be considered an "approver" you need to set the custom field to an actual user on the custom field that is configured at the "Awaiting CAB Approval" step. Even though the custom field you are referencing has the filtering enabled, this doesn't automatically set the custom field to all of those users. Because the field isn't populated, JSD doesn't think there is anyone that can approve the ticket.

Does that make sense?