How do I change Approver after it has been set in the workflow?

levi.rooker

Currently we have approval steps that are setting the approval by a Custom Field. 

However, sometimes that approver needs changed (they are on vacation, they were fired, they moved to a new position etc.). When we change the custom field that the approver is based upon we want the approval field to update accordingly. 

This is not the behavoir. The custom field updates through an edit, but the approval field does not. We tried to add a transition called "Replace Approver" that attempts to write the new value to the Approval field, using the same logic as the Approval in the workflow.

This transition has two post-conditions:
"The value(s) of the Jira User attribute of the objects selected in the Approver field are assigned to the Approvals field"
as well as
"The value(s) of the Jira User attribute of the objects selected in the Approver field are assigned to the Approvers field"

When the transition occurs, nothing happens to the Approval field but the Approver field is updated with the Jira User name of the person selected in the custom field that the approvers is based upon. 

Completely stuck on this one. 

Ste Wright

Hi @levi.rooker 

Is this Server or Data Center?

Can also you clarify the logic...

• You have a Custom Field, which has Approvers in it
• This field updates the Approvers field
• This is done using Post Functions when a ticket which needs approval is created

...is that correct?

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Just to confirm - is there a reason you can't edit the Approvers field directly? This would update the users immediately within the Service ticket, albeit without a notification - but this could be sent using Automation (native to Data Center v.9 onwards), etc.

If there's logic as to why the Custom Field is needed, that could be beneficial here

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Are you using this logic to set the Approvers from a custom field? -  https://confluence.atlassian.com/adminjiraserver/configuring-jira-service-management-approvals-938847527.html

If yes, this is a Status property, not a Transition property. You might need to:

• Have a check which confirms if Approvers is empty post-transition
• If yes, loop to a pending Status (eg. Approvers Required)
• Add the Approvers, then transition it back to the Approval Status

It might be possible to Automate some of this, depending if this is Server/DC, and what Apps you have.

Ste