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Automation doesn't add Approver

Josef Vozáb

What am I doing wrong?

I set automation to add Approver and it says success in Audit log, but no approver is added. The person Im trying to add as a Approver is agent in my project.

I've tried both options separately (JSon format and Approvers field) and at once and nothing works. Always says "Success" but nothing happens. When I check the ticket through REST API no approver or any indication of the agent is present.

I just need to add someone/anyone as approver through Aumoatization to understand what Im doing wrong. Can someone please help me?

Thanks

Accepted answers

Alex Koxaras -Relational-

Hi @Josef Vozáb and welcome to the community!

A couple of questions:

Are you working on a JSM project?
Have you setup properly the approval within your workflow?
Is the approver field present on the edit issue screen?

Can you share a screenshot of your rule audit log, approval configuration from workflow?

All comments

Alex Koxaras -Relational-

Hi @Josef Vozáb and welcome to the community!

A couple of questions:

Are you working on a JSM project?
Have you setup properly the approval within your workflow?
Is the approver field present on the edit issue screen?

Can you share a screenshot of your rule audit log, approval configuration from workflow?

Josef Vozáb

Hi Alex,
yes it is JSM project. I have in workflow "Waiting for Approval" status with Approval turned on - Agent must add approver. I wanted to change it for Admin if it helps, but I have to pre-select approver witch is something I dont want to do since Approvers will change.
When I set issue into "Waiting for Approval" status, "Add 1 approver" field appears and I can select one.

Here are screenshots from workflow and auditlog

Alex Koxaras -Relational-

This is a team managed project. Hold on then. Let me check.

Josef Vozáb

I can create Company-managed service project if this is the issue. It should be no problem.

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