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Approval path with more than one approver Edited


We are using Service Desk to approve our purchases. In these purchases we need more than one approver and some of the approvers are "Portal Customers". We can choose portal customers as approvers and, obviously, we can choose more than one approver.

The problem is that, even though we set all approvers need to approve, Jira Service Desk approves any purchase when one of the approvers approves. It is not necessary the other's approval.

Could someone give me a helping hand?

Thank you in advance

2 answers

Hi José

You should check the approval settings in your workflow. Go to Project settings -> Workflows and press the edit button for the workflow you needed. Then select approval status and press Configure.


Hi Yuri,

Thank you for your quick response. 

This is the most mysterious, since I have already selected "All approvals".

Look at my configuration (it's in Spanish -sorry- but the fields are the same).




Any suggestion?



José, buenos días. Tengo el mismo problema que comentás acá. Lo has logrado solucionar de alguna manera de manera que se necesite la aprobación de más de un aprobador?

0 votes

Hey @José Manuel Pérez 

I see in your screenshot above that the workflow appears to be configured correctly. Can you please show me a screenshot of a ticket that was approved by 1 person but had multiple approvers in the field?

I just want to make sure that there are multiple people being added in the field. The requirements for multiple approvals are listed below.

  • Multi User Picker (This will be your user picker for who approves)
  • Approval workflow configured and set to "All Approvals"
  • When an issue is transitioned to a waiting for approval status, the approvers field must have multiple users selected otherwise the first approval will mark it as approved.

Hi @Cody Stevens _Community_ 

First of all, sorry for the delay.

Here you can see a purchase issue that has to be approved by 3 people. Only one of them has approved the issue, but it is already approved.

Thank you once again for your help.


No worries! The issue has to be in the workflow then. What you need to do is go to the following path;

  • Project Settings
  • Workflows
  • Find the Workflow for that Issue Type and edit it
  • Find the status that has the approval step
  • Select Configure
  • Have the approve step set up similar to the below image. (You need the section "Consider approved after" to be set to the second option with a specific number. This number will be the required amount of approvals for the issue to transition.

Screen Shot 2019-08-31 at 12.03.31 AM.png


We have this configuration:


but when we add 3 approvers to a ticket, always with a single approval is sufficient to give it for valid.

What can we do?


So to get this straight, it allows it to be approved  after one approval when the option "Consider Approved After" is set to "All Approvals" and it does it when you have it set to a specific amount.

Unless you are experiencing a bug, theres only one other possibility.

You are editing/using the wrong workflow

- Double check the workflow you are editing and make sure it is the same workflow being used by the issue type you are testing with.

This is the only other thing I can think of. If you are using the correct workflow, I would reach out to Atlassian Support

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