JIRA Ticket Requestor is also approver?

Question

Hello everyone! I hope you are having a blessed day.
I was actually a JIRA Cloud adminstrator serveral years ago , and since our in-house JIRA admin left our organization, I will be temporarily taking over the management of our JIRA Cloud.

The current situation is

1. John (who is a JIRA Customer and Service desk agent and a team lead) raises a service desk request, say a new monitor.
2. Typically , such request goes through approval chanel through John's manager.
3. So we have issues that, John raises a request and select himself as the approver of the ticket.

Is there anyway in JIRA Service Management that a requestor cannot be the approver at the same time?

If so, do I config this via JIRA automation rule?

Thanks

Marc -Devoteam- · Answer

Hi @Chester Ramos

Welcome to the community.

I have some questions, is the approver set automatically on creating a request, or does an agent set the approver?

The second we could look at adding a condition to the workflow, off course this would require and app. Or see if an automation rule could help, by setting the trigger to field value change and have a compare condition in place that checks is the approval user is not equal to the reporter.

If it is auto set on creation, we need to see into another automation that triggers on creation and checks the same as above and what action do you take on this, clear the field or else

Pramodh M · Answer

Hey there!

It needs troubleshooting as to why that is happening. Possible causes are there might be automation or configured in the workflow. Check for the field that is configured for approval.

Please refer to the documentation here - https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals

Thanks,
Pramodh