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Add users and agents to Approvers

Tom David

Hello,

I'm trying to setup issue in JSD with approvals. there is plenty of docs, but I'm missing a crucial piece I can't find online.

How can I add users or agents to the approver group exactly?

we use the JSD mostly internally, so it is okay for me to Approve the ticket and proceed with the workflow.

Can anyone link me or explain how I go about adding myself/my agents/customers to the approver group so we can transition the ticket forward?

ScreenShot 376.png

Accepted answers

Ste Wright

Hi @Tom David

I'd consider whether Automation is a good option here - depending on your scenario, you could setup an Automation Rule to auto-add the Approvers.

I'd also consider though if the approval step is "needed" though based on what you said above - you could replace/modify the workflow, and "remove" the approval step if better suited to your process

Ste

All comments

Ste Wright

Hi @Tom David

I'd consider whether Automation is a good option here - depending on your scenario, you could setup an Automation Rule to auto-add the Approvers.

I'd also consider though if the approval step is "needed" though based on what you said above - you could replace/modify the workflow, and "remove" the approval step if better suited to your process

Ste

Tom David

Thanks @Ste Wright

I do not really need the Approval as it was designed. its more for me to have the option to sort and get reports of tickets pending approvals (I either call clients to get approval or approve directly to my staff) so you are correct about the second assumption.

but I was thinking if I could simply add myself/agents to the approver group it will be simpler than setting up automation?

Tom David

I was able to find the Approver group under the main Jira Admin setting page, I added myself and couple agents, and granted Access to the product, however, I still don't see an option to Approve an issue or to change its transition.

ScreenShot 378.png

Ste Wright

Hi @Tom David

The Group isn't necessarily a native feature - and it doesn't have any automatic feature which adds it to a Jira Service Management Project.

You still need to have a method to auto-populate the Approvers.

Options include...

Setting a default value for the appropriate field (Approvers, etc)
Automation, as mentioned above
Workflow Post-Function, to add Approvers prior to the "Waiting for Approval" status

Option 1 might be the best option if they're always the same. Assuming you're a Jira Admin, and this is a Company-managed Project, to do this...

Go to Settings > Issues
Select Custom Fields from the left-hand menu
Locate the field you use for Approvals (eg. Approvers, Approver Groups, etc)
Click on the breadcrumbs icon in line with the field's name (3-dots icon on right-hand side)
Select Contexts and default value
On the next screen, select the hyperlink Edit Default Value
Add the appropriate users/groups and save it

Note: If you are setting the default value for the standard context, remember this would apply to all Projects. If it's only for a single Project, or a selection of them, you'd be best to "Add a new context" to limit the default value's scope. That hyperlink is also on the screen you get to in Step (6).

Let us know if this works for you!

Ste

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