G'Day AtlassiansAs mentioned above, an approval step in my new hire process prompts the approving leader to select approve/deny on new hires. This has been our process for months. The approving leader field is connected to the approver field in ITSM. This usually works without issue, but two submissions have generated the approval email to the appropriate person in the last few weeks. When she goes to approve, instead of allowing her to approve and showing the approved confirmation, she is taken to the ticket in the customer portal with no option to approve. When I look at the history of these tickets, I don't see where anything was approved. Below you can see the form with the connected field and the one that skipped this step's approval history and the one the followed the normal process's Approval history. Why would these tickets some how randomly discard this step when the field is linked to the approval field in ITSM?
Michele,
To really understand your issue, there needs to be one more piece of the puzzle: the workflow in question. Is there any condition that would bypass the approval step?
There is not and as I said that process is used a dozen times a week and it has only done this twice that we are aware of and before I tell me director that this is another case of "Jira gonna Jira" I wanted to check all the boxes
Which status is used for approval? Can you select it and show a screenshot with its properties?
So the approval field in the onboarding form is Linked to the approvals field in the ITSM ticket; there is no approval step; it happens at create. On create with the submission of the form, the approvers receive the email to approve or dent. It works 99% of the time, but on these two recently, she received the email, but when she went to approve, the approve deny option wasn't there, and on the ticket, it just moved into the first waiting for Support status.
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