How to remove Approver requirement from a project

[Wendy Sachen]

I have a team managed Service Management Project that two of the Issue Types are requiring an Approver field be populated when creating a ticket as an agent (from the create button in the queue List display page).  I created all of the Issue Types exactly the same and 2 of the 7 have this field required.  Note it is not visible or required from the customer portal.  When I try to remove the custom field from Settings > Issues, I see 'this custom field was created by Jira'.  I have reviewed all the schemes, and this project is not listed as using this field.  The only questionable is that the project is found in Approvals, which is locked.  However, the project is not referenced in the Screens and contexts.  

I am starting to regret building this as a team managed project, however this is the only hiccup.  The workaround is the reporter, which is always an agent, makes themself the approver so they can submit the ticket.  But I would like to remove that field, approvers are not required and just confuses the agents.

[Joseph Chung Yin · Accepted solution]

@Wendy Sachen -

For "Team Managed" project, what you can do is by removing the approval steps in the WF associated with the request type or just adjust WF status that is currently configured for approval to disable the "Approval" option and delete the approver field setup in the WF.

Take a look at this reference page - https://support.atlassian.com/jira-service-management-cloud/docs/add-an-approval-to-a-request-type-in-team-managed-projects/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Wendy Sachen]

That's what I don't understand, because there is no approval step defined in the WF.  It is during the creation of the ticket before it hits the Waiting for Support.

[Joseph Chung Yin]

@Wendy Sachen -

Click on the "Waiting for Support" status.

Best, Joseph

[Wendy Sachen]

I did it's not configured there either.

[Joseph Chung Yin]

@Wendy Sachen -

Are you sure you are accessing the right WF and the Request Type?

It is because that is typically how approval process is setup out of the box.

Best, Joseph

[Joseph Chung Yin]

@Wendy Sachen -

Another thing you may want to look is to check if your request type setup has a Form incorporated into the process.  Maybe the "Approver" field is configured in the Form's configuration.

Best, Joseph

[Wendy Sachen]

@Joseph Chung Yin I think there may have been a delay in the update I made to remove "Approver" from the scheme, because it was still there all of yesterday.  Just getting back to this today and boom, it's gone.  That has to be where it was sitting because all of the issue types are all using the same WF and for only 2 of 7 to have that field as a requirement, it was not the WF.

Thank you for all the tips and references docs, that was very helpful!