JSM cloud unable to set approvers

Question

As a complete newbie, I've checked all different types of forums, watched far too many tutorials and been pointed in the right direction but to no avail.

My aim is to create a Support ticket so our users can create multiple requests and we keep them all in one place. I've successfully managed to link this to a confluence page as a table so people can keep posted about various issues they may need to track. Additionally, I've managed to assign a project lead (linked to insight) and set it to auto assign specific requests.

The only thing I'm having trouble with, is trying to get insight and jsm to talk to each other for approvers. The best help that has been presented so far is this.  Unfortunately, I've been stuck on the very first point because what is shown on the help does not correlate what is shown on my screen. Here is a screenshot of my view:

Versus a screenshot of the guidance given:

I've heard a LOT of grumbling about the fact that there are different versions depending on what you're subscribed to and no actual guidance on which version you're looking at the help for.

Does anyone have any suggestions?

Julia Shcherbyna _SaaSJet_ · Answer

Hi @Gemma! As an alternative for your approval workflow, try to use Business Process Manager, developed by my team.

Here, you can add the approval step to your business workflow that allows set up approval by a single person or group of users to approve requests in sequential order.

* Additionally, you can configure changing issue status after all Approvals made a decision and set an approval workflow with conditions.

After an assignee submits the form in the issue, the assignee will be changed to the first approver.

Gemma_5kbhnz · Answer

Thanks Rudy, I'll give this a go :)

Rudy Holtkamp · Answer

The automation rule can be something like:

Where the advanced edit looks like:

{
"fields": {
"Approvers": [{"accountId":"{{user}}"}]
}
}

Note that this is only if you have one user selected in the LookupObjects var.

Otherwise you have to split it into multiple approvers. Second note the current approvers are overwritten.

Hope this helps