How do I set a list of approvers.

[Michael Chien]

Hi all,

So I read over the documentation on how to setup up approvals in Service Desk, however, the list that the users can pick includes ALL users.  Then the requester can just pick his coworker to approve the request.   How can I limit the approver list to only the names I designate to be able to approve?

Thanks

[Kian Stack Mumo Systems]

Michael, 

You need to check out "user filtering"  on the "approvers" custom field. Make sure that the approver field you are using is a single user picker field. Navigate to "Settings">"Custom fields" and select "Configure" on your custom field. 

Once there, you need to enable "User filtering". This could be limited to a group or to a project role. If you need to create a new project role, check out this link https://confluence.atlassian.com/adminjiracloud/managing-project-roles-776636382.html. Often, people will create a new role called "approvers" that they can manage within their project. 

[Michael Chien]

Thanks Kian,

How do I enable "User filtering"  I don't see any place to do this when I "Configure" the approvers custom field.  All I see is "Applicable contexts for scheme:"  and "Default Value:".

Michael

[Kian Stack Mumo Systems]

I'm so sorry, I got it mixed up in my head. It needs to be a single user picker, not a multi user picker. Cloud cannot filter a "multi user picker". Try a single user picker and let me know how it goes!

I'll edit my answer to reflect the correction. 

[Michael Chien]

Thanks Kian,

I got the filter I needed.. now I have another problem hope you can help with.  When I select the manager that is in the list to create a service ticket that user does not get an email for the Approval request.  However, the ticket does show status as "waiting for approval".

What did I miss?

Thanks in advance

Michael

[Kian Stack Mumo Systems]

You need to validate within the workflow that there is an "approval" configured. Navigate into your project settings and modify the workflow that belongs to the ticket type where you want your approver to be selected. if you click on the status "Waiting for approval" you'll see an option to "Add an Approval" or to configure an existing one. You should be able to select the custom field you created and tell the approval step how to function. 

[Niruban Anandan]

Thanks Kian for the answer here. I have configured a similar set up, however not everyone who accesses my portal is unable to view the filtered approver list I set up. For some people it does not allow them to choose anyone as the list is not available.

Do you know what could be causing this issue?

[Kian Stack Mumo Systems]

Yes,

Customers need to be given permission through the portal to do this.

Click on your project settings, and then "Customer Permissions". If you don't have people grouped by organization, you need to choose the third option. This allows users to type in an email address and pick from the list that shows up.

Thanks,

Kian

[Niruban Anandan]

Perfect... thanks!