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Jira Service Management Approval Event

Christian Wiemer

Hi Community,

I am looking for a way to fetch the event when a user is giving his/hers approval in Jira Service Management. I don't mean the transition which could be triggered from the approval, I mean the approval itself.
To be more precise: A field with multiple Approvers (more than 5), I want to fetch the event, when 1 out of the 5 is giving his/hers approval.

Scriptrunner is in place, but I couldn't find any event in the Listeners section which helped me.

Thanks in advance!

Accepted answers

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Cronje van Heerden

I've also revisited this requirement from my backlog today. I've tried the system webhook, Project Automation and Legacy Automation, and I haven't anything that will trigger when an approval is added.

There is obviously some automation in play here, as automatic responses are added in the customer portal.

Automatic response Today 4:04 PM

Cronje van Heerden approved this request. 1 approval needed.

The custom field "Approvals" (a.k.a as name: review) is where all the approval history is being added to, the automation rules just don't trigger when approvals are added.

We frequently have items that require multiple approvals which just get stuck awaiting an additional approval. My best plan at the moment is to have a scheduled JQL based webhook running with custom logic to unpick the pending approvals from the issue data .. messy.

Richard Scholtes

I'm still gnawing on this bone, too.

As the feature request regarding the automatic reminder seems to be taking some more time, I treid to put an automation in place. I surely could contact the approvers in some way, but it would contact those who already approved, too.

So now I try find a rule that will remove those who approved from the field approvers.

I will tell you how it went. Testing starts soon.

Joanna Praats

Hi, anyone have any answers to this one? Our approvers field may contain several approvers and I`d like to send email to Team each time one of them approves. The general automation in wf is to consider approved after all approvals but sometimes the field contains more usernames than needed for the actual approval

Richard Scholtes

could you elaborate more on the fact that sometimes not all of them have to approve? In general in the workflow you can decide if a special number of the named persons should approve, one of them or all of them.
Additionally you could cut it in different "approver groups" and advise the workflow to wait for one or all approvals per group.

Maybe this could be a smoother solution than let the team manually check after each approval.

Richard Scholtes

The automation I made is still in place and reminds only the open approvals of the issue

Richard Scholtes

Screenshot 2025-03-18 174827.png

Joanna Praats

yes we basically do have a complex approver groups coming from another system and need 1 approver per group to approve, those groups are not defined in our Jira. Sometimes there is only 1 approver per issue and sometimes 9 from various groups and need 1 approval per group. So thats why I was looking for a solution to notify (via send email automation or subscription or whatever) at least the team handling the Issue to manually check the issue after each approval because it seems impossible to automate and to let Jira transition the issue correctly from "waiting for approval" to let`s say "To Do" status.

So I´m looking for the same thing as asked in the original post ("I am looking for a way to fetch the event when a user is giving his/hers approval in Jira Service Management.")

Joanna Praats

nice one, will have to keep that "pending approvers" as email recipient possibility in mind for the future doesn`t help me in this particular case though

Richard Scholtes

I see. Sorry that I can't point to the holy grail here.
Maybe it is an option to add some optional approval statuses to the Workflow that can be used if you need more than one approval round. Still manual, but needs less communication besides the expected one.

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