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Query for service request without approvers

In JIRA Service Desk, how can one query for Service Request tickets without approvers?

status = "Waiting for approval" AND resolution = Unresolved and Approvals = ???

3 answers

1 accepted

6 votes
Answer accepted

In Jira, the "Approvals" section is always based off of a user picker custom field. This might be the field "Approvers" it might not be. You can figure out what the field is like this: 

1) Navigate to the project you want to query for issues fromScreen Shot 2018-05-23 at 9.44.20 AM.png

2) Look at the workflow that requires approvals and click on the status that requires an approvalScreen Shot 2018-05-23 at 9.44.48 AM.pngScreen Shot 2018-05-23 at 9.45.31 AM.png

3) Identify the custom field being used.

Screen Shot 2018-05-23 at 9.45.42 AM.png

In my case, this field is the approvers.


If I want to search for tickets like you are requesting, I would need to query for tickets where "Approvers is EMPTY". 

If you cannot search for "IS EMPTY" and you get an error such as the following: 

Field 'approvers' is not searchable, it is only sortable.


Go into your custom fields, locate the field you configured for your approval (in my case "Approvers") and click "Edit". Change the search template to "User Picker & Group searcher". Then kick off a reindex and search away!

Screen Shot 2018-05-23 at 9.59.46 AM.pngHope this helps!


Great! The thing I was missing was the search tempolate thing. Now I can filter on Approvers IS EMPTY.


Also, by combining Nicholas and your posts, I suppose "Approvers is not empty and Approvals = pending()" would give me good tickets with no approvals yet?

Yep! It would show you all tickets that have an approver but haven't been approved.

If you found this answer useful, please accept it so others know as well.

Hello Paul!

You can set the follow for the pending approvals:

  • "Approvals = pending()"

You have these options to use with the Approval:

  • approvals - jql.png

Hope that I helped you.

See ya.

By the way, here you can see some tips for use Approval on Service Desk

But, does pending() imply waiting for approvals? I'm looking for tickets that specifically don't have any approvers, such as this one. I want to find them and correct them, so that they can go through approval.

2018-05-23 11_00_17-[TISD-15] Need A Bentley - JIRA.png

Man, really thank you!

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