nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Workflow Approval

Joshua Stokes

Hello all -

Having some troubles editing some approval steps in one of our JSM Cloud Projects.

When I go to the specific workflow, and edit 'Include approval step' tab for the below -

I can select Jira Filed and the source 'Example group 1'

I then select Next and then Add.

When I publish this new workflow, the users that are added into this group are not showing up.

I have gone into Work Items and made sure the User Filtering has this group selected as well.

Any ideas on this one? Hopefully I have explained it okay...

Thanks for your help.

Accepted answers

All comments

Jaime Escribano _knowmad mood_

Good Morning Joshua 😊

Could you share a screenshot of the approval configuration and an example of a ticket where the users are not showing up?

In my experience, these changes happen right away so there probably is some error with the configuration.

Regards,

Jaime Escribano

Marc -Devoteam-

Hi @Joshua Stokes

Are the users added as customer or granted the Service Desk Customer role onto the JSM project?

Joshua Stokes

Hello @Marc -Devoteam-

Some are yes, some are not.

Will this impact if they show up or not?

Joshua Stokes

Hi @Marc -Devoteam-

I have tested by adding a few users who were NOT in the JSM project, added these in but when the user goes to the Jira portal and tries to log a ticket, the newly added user is still not in the list.

Thanks for your help.

Joshua Stokes

@Jaime Escribano _knowmad mood_ @Marc -Devoteam-

Thanks both for your support.

See below what I have done to try and get this to work -

I created a new Group under Admin > Groups > ‘New Group 1’ and added in the 16 requested users.

Once created I went into > Work Items > Fields > Custom Fields and created a new Custom Field ‘New Group 1’

Once created I then edited this Custom Field Config to ensure user filtering was pointing to the Group: New Group 1.

I then went back into the Project Workflow, clicked on both Old Group 1 Approval & Old Group 2 Approval and under ‘Include approval step’ I edited this step by adding in the ‘New Group 1’ and selecting Next and then Add on the second screen (Screen shots below)

Once completed I have Published the draft workflow, gone back into Jira Support User Site and checked to see if the new users were in the drop downs when selecting a particular form.