Background: We have a few requests which require the customer to manually select their manager as an approver.
Problem: A request just came through in which the customer added themselves as an approver and approved the request. Is there any way to prevent a customer from adding themselves as an approver during the request creation process?
No, unfortunately you can't do that with basic Jira functionality.
However this can be done using a 3rd party addon like ScriptRunner, Power Scripts or JMWE. They allow you to configure a scripted validator that will compare an issue's 'reporter' and 'approver' field values. If those values match each other, then it won't let your customer to transition the issue to approval status.
Thanks for the reply, Ivan. We weren't looking to add any additional add-ons at this time but may need to reconsider in the future if this becomes a bigger problem. For now we've instructed the agents to simply cancel any requests in which the reporter assigns themselves as an approver.
It was a big audit concern for us as well. We used Scriptrunner to set the "Approvers" and the last step was to remove the reporter from that list...
What should really happen is that Atlassian should have looked at the conditions on the workflow step for approval so you could just put in there "Not reporter". I tested that out did not work.
But weirdly if you expose a workflow step on the portal for the customers it DOES look at the workflow conditions for that step. Found that out the hard way.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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