I have configured Approvers so that at least 1 of my agents can Approve the request. I want to point out that I don't want the customers to choose an approver, as they are pre-defined.
I also added default Agents under custom field Approvers:
And my workflow where i add Approvers:
The problem is, I tried changing the list of approvers multiple times, but each time a request is open, once again, i see the old list of approvers. I then have to go in manually to every request and change the approvers by removing and adding new ones. As you can see in this screenshot:
What am i missing??
From what I can tell, you've updated the Approvers field default values within Jira settings. There is one other place that also lets you set default values for a field: the request type settings. Could you double check whether that request type has a default value set for the Approvers field?
Go to Project settings > Request types, find the relevant request type and click Edit fields. Is the Approvers field in the bottom section ("Hidden fields with preset values")? If it is, check what preset value it's being given.
Let me know if that is what is causing the problem :)
Thank you! That did the trick. I didn't think of that.
Since I dont need the client to choose an Approvers because I pre-defined them within the Custom Field Approvers (Approvers Contains users needed for approval. This custom field was created by Jira Service Desk.), do I still need to add Approvers as a "hidden" field within the Request Type?
All i want to make sure is that at least one of my agents approves a request before starting to work on it (work in progress).
What do you suggest?
The two places for setting 'default values' for a field behave differently:
For your case, I would suggest using the second option I've listed - providing the preset value per-request type, unless you're sure other projects won't also be using your Approvers field.
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