Skipping of Approval flow

Question

Hello,

We are using Jira service desk and recently have migrated the JSD from 3.6 to 4.6.1 with Jira Core as 8.6.1, post the migration I am seeing quite a lot of issue related to approval flow. One being that, when the approval comes to Application Manager, without he being approved, it moved to next stage called "Application Owner Approval". No idea how this works, but this is strange and not able to trace it back. Any ideas?

Regards

Sriram

Sriram Subramanian_8poq2s · Answer

Charlie,

Thanks for the update and sorry that I was on leave and couldnt follow up on this case, I have attached the screenshot of the issue for reference, the approval is a automatic workflow transition, By saying - it should have been moved automatically. Basically this what it will check

When the Manager approvers, it checks the post function below

Search table Groups_Extension for row with column Application Display Name matching field Primary Application, then return the value in the matched column Additional Approver IDs, and populate it in destination field App Owner.
If matching value is not found, default
If source field value is empty, stop

In my case, for the issue the additional approver as per group extension table is it "noapprover" (default if no match found), so the below post function would trigger

Fast-track transition an issue: Action: Owner Approval (241) will be applied
Note that this should go after the Fire Event function. (condition applies)To by pass app owner approval if it is 'noapprover' or same as Manager

But instead of skipping this additional approver, status changed to additional approver with no approval name and doesnt move further.

Not sure why it got stuck in this status, can get any idea out of it ?

Charlie Marriott · Answer

Hi Sriram_Subramanian,

Thanks so much for your question.

We have a few ideas for how you could identify the cause of the transition:

* Issue history: Check the specific issue’s history to see if a user has transitioned it, or if it’s an automatic action

* Workflow: Check the workflow for the issue to see if an automatic transition has been setup based on certain conditions

* Automation: Check if an automation rule has been setup to transition an issue to your "Application Owner Approval” status

* Apps: If you have any apps, it would also be worth checking to see if these may be the cause of the unknown transition

I hope that helps, but please reach out if you need further assistance.

Thank you,

Charlie
Jira Service Desk

ps. please hit the ‘accept answer’ button if this answer is correct