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After selecting "Agent selects" option under the "Approver field" on the next gen project workflow, my agents are able to change the status to "Waiting for approval", but can't select an approver from the list. I (as and admin) am able to do so, so I think this is a bug. Is anyone else with this same problem?
Besides that, I would like to restrict the list of approvers that can be selected. Is this option available on next gen projects? I haven't found that in the help article: https://support.atlassian.com/jira-service-desk-cloud/docs/add-an-approval-to-a-request-type-in-next-gen-projects/
I discovered that mentions we're not working as well for the agents. After a long search, I've found that a agent needs to be under the group that is able to "browse users". Adding the jira-servicedesk-users group fixed both errors. More info under this help article: https://confluence.atlassian.com/jirakb/mentions-and-autocomplete-are-not-working-in-jira-cloud-779160727.html