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How to change the approver of an Jira Servicedesk request?

unknown

Hi Atlassian Community,

I have the issue that I cannot change the approver permanently, from an Jira Servicerequest.

I can only change this after the request has been made, but because due an absent of an user, we need to change the approver.

Greetings,

Ronit Jalimsing

Accepted answers

Angélica Luz

Hello Ronit,

Thank you for reaching out to Atlassian Community!

When the ticket is created with the approvers’ field already filled, probably the field is hidden from the portal and with a default value.

To change that, you must go to Project settings > Request types > Click on “Edit fields” for the request type that has approvals > Request form.

On this page, check if the field is on “Hidden fields with preset values” and then you can edit its value to add another user.

If the value is not set on the request type, you can also check the field directly on “Custom fields”.

Please, go to Jira settings > Issues > Custom fields. Find the field “Approvers”, click on … > Configure > Edit default value.

Please, give it a try and let us know how it goes.

Regards,
Angélica

All comments

Angélica Luz

Hello Ronit,

Thank you for reaching out to Atlassian Community!

When the ticket is created with the approvers’ field already filled, probably the field is hidden from the portal and with a default value.

To change that, you must go to Project settings > Request types > Click on “Edit fields” for the request type that has approvals > Request form.

On this page, check if the field is on “Hidden fields with preset values” and then you can edit its value to add another user.

If the value is not set on the request type, you can also check the field directly on “Custom fields”.

Please, go to Jira settings > Issues > Custom fields. Find the field “Approvers”, click on … > Configure > Edit default value.

Please, give it a try and let us know how it goes.

Regards,
Angélica

unknown

Hi Angélica,

Unfortunately this does not solve our issue.

When checking for hidden fields, I don't see anything.

And when checking the Custom Field, I also see nothing.

I have added the user who needs to do the approvals, but when making an request, the approver is still the old one.

Ronit

unknown

@Angélica Luz, do you have any idea what else i can do?

Angélica Luz

Thank you for checking, Ronit.

As there are no default values for the field, please check if there is an automation that sets this value.

Go to Project settings > Automation.

On this page, please confirm if there is an automation that edits the field approvers.

Matias Bolyos_slk6tg

In Cloud I´m going to

Project settings > Request types > Click on “Edit fields” for the request type that has approvals > Request form.

and try to change the Default value for the Approver groups field and nothing happens. I can click on "Default value", but it is greyed out. I can change the default values of other fields, such as "Summary", but not approvers or approver groups. I have all admin privileges (org, site, project...).

Any ideas?

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