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No transitions found for user.

Spartans

We created a request type forms in JSM for customers to submit the forms.

So we have like 4 approvals and three are mandatory and one is optional. So if the approver is not mentioned in the form, it should skip and go to "Done" Stage and I did a automation rule for that but it shows error as

"No transitions found for user. Ensure that the rule actor has permission (including issue security levels) to see issue and perform transitions."

I checked with the security, permission schemes and all and the thing is we choose some specific customers as approver and is that will stop automation.

But this rule fails,
I created the rule start with "When Issue Created" but need to know is correct or not, because when issue is created, it has 3 approvals.
So I'm confused with the transition . So please help us with the flow to skip approval if there is no value.

Accepted answers

Els Bassant

Hi @Spartans

Where in the approval flow is the optional approval? Is it the first approval, or the last?

All comments

Els Bassant

Hi @Spartans

Where in the approval flow is the optional approval? Is it the first approval, or the last?

Spartans

Its the last approval
For example:

[[Junior Approval(1) --> Senior Approval(2) --> Team Manager Approval(3) ]] --> Quality Manager(4) Approval --> Done

The first 3 approvals should be must and last one, 4 should be like if they fill, it should get approval or if the value is empty, it should transition to "Done" Stage.

Is there any automations for these ? @Els Bassant

Els Bassant

Thanks for the extra information!

In this case, the trigger that you used ("when: issue created") won't work because it tries to do this as soon as the issue is created, when actually it needs to trigger once the issue is transitioned to "Quality Manager Approval". This is also why you get the error; I'm assuming there is no valid transition from "Junior Approval" to "Done" OR there is a transition but the user you slected for the automation doesn't have permission to execute it. Thus the error.

To get this to work you will need a number of things:

Create a second transition from Approval 4 --> Done. This will be used for the automation. Will call this transition "Automatic Approval" for now.
Apply the condition "hide transition from user" to this transition. This hides the transition for anyone viewing the ticket, but allows automation to progress through the workflow.
Make sure that the condition "Block transition until approval" is NOT active for this transition.
Double check that it "Block transition until approval" does remain active for the normal approval.

For the automation:

Trigger: When Issue transitions from "Approval 3" --> "Approval 4"
Condition: <field-where-approval-4-takes-its-approvers-from> = EMPTY
If you need any additional conditions (for example request type) you can put them here
Action: Transition issue to Done

This should allow the automation to progress the ticket through the workflow using the "Automatic Approval" transition, while at the same time preserving the approval if there is an Approver specified for this step. The transition for the automation is hidden from the users so that no one can accidentally bypass the approval when it is needed.

I'd recommend also putting an automated comment in the automation to clarify that the issue progressed through the workflow through automation. Something like "Issue automatically approved because no Quality Manager was specified".

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