Automation doesn't add Approver

[Josef Vozáb]

What am I doing wrong?

I set automation to add Approver and it says success in Audit log, but no approver is added. The person Im trying to add as a Approver is agent in my project.

I've tried both options separately (JSon format and Approvers field) and at once and nothing works. Always says "Success" but nothing happens. When I check the ticket through REST API no approver or any indication of the agent is present.

I just need to add someone/anyone as approver through Aumoatization to understand what Im doing wrong. Can someone please help me?

Thanks

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Josef Vozáb and welcome to the community!

A couple of questions:

• Are you working on a JSM project?
• Have you setup properly the approval within your workflow?
• Is the approver field present on the edit issue screen?

Can you share a screenshot of your rule audit log, approval configuration from workflow?

[Josef Vozáb]

Hi Alex,
yes it is JSM project. I have in workflow "Waiting for Approval" status with Approval turned on - Agent must add approver. I wanted to change it for Admin if it helps, but I have to pre-select approver witch is something I dont want to do since Approvers will change.
When I set issue into "Waiting for Approval" status, "Add 1 approver" field appears and I can select one.

Here are screenshots from workflow and auditlog

[Alex Koxaras _Relational_]

This is a team managed project. Hold on then. Let me check.

[Josef Vozáb]

I can create Company-managed service project if this is the issue. It should be no problem.

[Alex Koxaras _Relational_]

Team managed Service Desk project is in an early access stage and I haven't played a lot with it. To be honest, it is the first time I have seen the approval screen. And from what I can understand, there is not so much flexibility as in CMP.

In CMP I've created the rule and works just fine. I just needed to refresh my screen to see the approval.

[Alex Koxaras _Relational_]

And here's the thing with this kind of project. I've created a new "approvers" field called "Gandalf" and chose this as the single source for approvers.

Once I went to the rule to find this field, so as to fill it within the automation, the project couldn't find it. So I presume that this field lives within the approval.

[Alex Koxaras _Relational_]

[Josef Vozáb]

Thank you for the quick answer. I'll try to build it in Classic project and mark this as Answered if I'll be able to add automatic approver. Thank you very much

[Alex Koxaras _Relational_]

Thank you as well for letting me know about Service Desks in TMP :)

[Josef Vozáb]

It works like a charm in CMP, so TMP has some issues with adding Approver via Automation so I'll stick with CMP for the project I'm building. Thank you.

[Alex Koxaras _Relational_]

Glad to know that!