How to create a manual trigger to add approvers in a ticket?

[Joana Dias Fernandes]

Hi ,

I want to create a manual trigger to include three users to the "Approvers" field.

1. I don't want to remove the ones already included in this "Approvers" field.
2. One of the users is defined considering a costum field called "Manager" but this costum field has the email address not the Jira Account - however this email is associated with a Jira Account.
3. The other 2 users are Jira Accounts.

Thank you in advance!

[Bill Sheboy]

Hi @Joana Dias Fernandes -- Welcome to the Atlassian Community!

First thing, I am not using JSM; my suggestion is based on what I know about rules, and I have not tested the suggestion.

As you want to add values from different sources, including some pre-selected ones, you could try using the advanced edit with JSON to add the values to the multiple-select, user field Approvers: 

https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/#Multi-user-picker-custom-field

To do this, you will need the account id value for each user.

Kind regards,
Bill

[Joana Dias Fernandes]

Hi @Bill Sheboy ,

Thank you for trying to help me (:

I've tried that, and for the 3. point of my question, it solved.

• But the question is that the approvers already added before the automation were "deleted" from the field.

And the 2. point of my question - I've tryed to use those smart values but nothing happened, maybe because Jira is not assuming the email as an email from a Jira Account - I don't know.

Thank you again,

Joana Fernandes

[Bill Sheboy]

To append rather than replace the values, use the "update" syntax with "add".  There is example of that syntax shown in the link I provided you earlier.  If that does not help, please post the JSON you are using to provide some context for suggestions.

For the approvers who are not Jira users, I am not familiar enough with JSM to know how they are represented.  You may want to wait for another community member to comment or ping the Atlassian Support team for suggestions: https://support.atlassian.com/contact/#/