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Issues with 'Add Approval' to a status due to multiple 'Approve' transitions with it.


Hi , 

This is a service desk project and with a user portal.

I have a workflow with multiple approval process used within the same workflow.

In the workflow we have a status called "Awaiting Department Head Approval" and it has multiple "Approve" transitions to other available statuses.

And each 'Approve' transition has different number of conditions and post functions. 

Due to this, I am able to see all the "Approve" transitions in the dropdown while adding the approval to this status (Awaiting Department Head Approval) :

add approval issue.PNG

Because of this, when Department Head goes to approve it on the user portal , it doesn't show the "Approve" or "Decline" button there as we can only pick one 'Approve' transition at a time in the workflow (in Add approval) and "Approve"/"Decline" buttons were visible only for that transition in the user portal.

approve button.PNG

Now, how to fix this when I have multiple different post functions, conditions inside all those 'Approve' transitions and I need to achieve this 'Approve' / 'Decline' buttons on the user portal.

Please let me know if you have any idea on how to fix this?

Best Regards,


2 answers

Hello @Manoj Kumar Emmadi ,


You need create automation approval for status "Awaiting Department Head Approval" to make it works. 

step 1 

create "issue created" 


create "transitioned issue from status "ex in progress" to status "ex waiting for approval"

step 2 

add components issue field conditions" field "customer request type" condition "equals" value "[fill your current request type name ex server]"

step 3 

add components 'edit issue' "approvers : [fill your boss here ex john cena]" '

click save, release your rule to test it 

Hi @Daniel  ,

Thank you for the response.

Since I have different "Approvers" for different software type here, I will try the idea you mentioned and see how it goes.

Best Regards,


Hi @Daniel  , 

This didn't help as I have different "Approvers" here in my case.

Hi @Manoj Kumar Emmadi 

Can you send me a screenshot of the transition between the status that has approval and the automation rule that you created so that I can try to correct where you made a mistake?

HI @Manoj Kumar Emmadi 

Could you give the different approve transitions a different name so they're not all the same?

e.g. Dept. Head Approve

I have not had a JSM workflow with multiple approval steps before so I have not tested the above suggestion to see if it works.

Hi @Jamie Rogers ,

Thank you for your response.

However, even when I try to change the name of those transitions , since they have different conditions and post functions, they are still visible in the dropdown while adding approval to that status.

Best Regards,


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