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Automation to re-assign approver in Jira Service Management (Team-managed software)

Sam Terezakis_rmdydz

In Jira Service Management (Team-managed software), I want to re-assign a pre-defined approver using automation.

The workflow for the issue is as follows:

Screenshot 2025-01-17 112556.png

The approver in the workflow is as follows:

Screenshot 2025-01-17 112717.png

The logic I want to automate is as follows:

1. When an issue is created,

2. If the Test approver is X

3. Remove X and add Y.

Steps 1 and 3 work fine, but I can't work out step 2.

Step 3 is as follows:

Screenshot 2025-01-17 113502.png

I have tried the following condition for step 2, but it does not trigger the workflow.

Screenshot 2025-01-17 113917.png

Accepted answers

Valerie Knapp_dpp5c6

Hi @Sam Terezakis , thanks for your question.

To clarify, it's only step 2 you are asking for help with?

I would suggest instead of a user condition to use a JQL condition for "Test Approver" = "User" and then you can also check in the issue search that the list of issues you're trying to make this rule work for is returned.

Please can you try and see if this works for you?

Cheers

All comments

Valerie Knapp_dpp5c6

Hi @Sam Terezakis , thanks for your question.

To clarify, it's only step 2 you are asking for help with?

Please can you try and see if this works for you?

Cheers

Sam Terezakis_rmdydz

Thanks for the response.

That's correct, I only need help with step 2.

It's returning the following error

Screenshot 2025-01-23 112713.png

Here is a screen of the issue

Screenshot 2025-01-23 112757.png

Valerie Knapp_dpp5c6

Hi @Sam Terezakis , thanks for the screens. I have done a little searching and I think you might be encountering this problem

https://confluence.atlassian.com/jirakb/jql-fails-with-field-field_name-is-not-searchable-it-is-only-sortable-message-1097184358.html

https://jira.atlassian.com/browse/JRACLOUD-85929

I know it says in the first page that it is impacting only Data Center but I think the issue is the same in the sense that the custom field you created in the team-managed project is not able to be processed by the JQL as the Jira query doesn't access the 'search template' for the field. Let me escalate this to Atlassian support and see what they have to say as a possible workaround.

Best regards

Andy Heinzer

Hi @Sam Terezakis

I understand that the automation is not working as expected here. Part of that appears to be due to the conditional used. The comparison seems to be looking at the default "Approvers" field. However in your example you appear to have created a "Test approver" field instead. Adjusting that might be all that is needed to correct this. But then again it might not be enough to resolve the problem.

The next problem is in regards to the JQL search. In order for you to get results of that query, your account has to first have permissions to see the Jira issues in question, but also your account will need to have a JSM Agent role. Your screenshot shows a view of the customer portal. Any user in the customer role could potentially see the customer portal, but to view the issue (not just the request) within Jira, your account will need to make sure that it has the Agent role (for JSM product access) AND that your account has the permissions to view that specific issue. One way of testing this would be just to run a JQL query of

key=TEST-14

to see if you can return that issue in the search results. If you cannot, then your access to that issue might be restricted to the customer portal until you have both product access and project permissions to the issue.

One way of checking this is to try using the Permission Helper. I like this approach because if you do not have the permissions needed, this can prompt you to change permission right there as an admin.

Sam Terezakis_rmdydz

Thanks for the response. I have the correct permissions to view the issue. I have searched for the issue using the following query, however it doesn't return any results.

"Test Approver" = "Sam Terezakis" order by created DESC

Note, "Test Approver" was created from the approval screen in workflow configurator and it does not appear in the list of custom fields from the global settings menu.

Andy Heinzer

Hi Sam,

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1095117

I think it would be best to follow up there so that someone from the JSM support team can take a closer look at your environment.

Thanks

Andy

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