How to make auto adding Approvers for custom request type like "Request a change" (JSM cloud)

Question

When raise a "Request a change" with "affected services" and status go to "AUTHORIZE", the Approvers field will be auto updated by "Automation for Jira". But I didn't find any automation rule for this behavior.

For a custom request type based on "Service request with approvals" issue type, this function doesn't work.

I tried to use automation rule with "Edit issue fields" and smart values like "{{issue.affectedServices.changeApprovers}}", but got an error "A selected user for this field no longer exists. Choose another user. (customfield_10003)". (customfield_10003 is Approvers).

Is there a way to adding add Approvers from "affected services" for a custom request type?

jacky.hung · Answer

Hello Tanya,

Thanks for your suggestions.

I would like "custom request" works like the default "Request a change" that get approver(s) from Service Registry.

Tanya C · Answer

Hi @jacky.hung

This is a tricky one.  To dynamically change who is entered into the Approvers field you'll likely need a scripted post function.

Option 1 - Custom Automation

When:  Issue Created

If: ... this is where you'll need to know the different options and set up a selection list or Components to 'bin' (categorize) the request.

If: Component = xxx

... Then Edit field

--- --- Approvers  ... This is where you enter the known userid of the approver(s) required to approve/deny the request.

If: Component = yyy

etc ...

Option 2 - Pre-population

There is also another way that will pre-populate the known approvers but this requires the Approvers field to be hidden and then you'd need a Request Type for each approval group/team.

Option 3 - User entered Approver(s)

Add the Approvers field to the Request Type and require the User select the correct name.  This is the least reliable 'cuz folks can just use the name of their teammate, themselves or someone who isn't really the one who is truly authorized to approve/deny.

I hope these suggestions and options make sense to you.

Best of luck to you!

NOTE - my suggestions are for Jira Data Center or Server instance types.