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Multiple Approvers with Automation

I have a form in Jira Service Management.
The form has different categories that the customer can select. This is specifically about requests.

The customer can select several categories where he wants to get access, for example he chooses: IT & CustomerCare.

In my automation I have set the following:

If category IT --> Then the approver is person X
If Category CustomerCare --> Then the Approver is Person Y

However, as soon as I create a test ticket and select IT and CustomerCare, only Approver X is specified, but not Approver Y.
Although both have to approve.

The funny thing is that Approver Y is not listed as approver in the ticket, but he receives an email that he has to approve. If he clicks on approve, the system says: The admin has removed you from the approvers...

How can I solve this? If category IT & CustomerCare is selected, it is mandatory to approve both.


1 answer

1 vote
Carlos Faddul Community Leader Aug 16, 2022

@Mergim Rexha you can use automation conditionals to define these approvers

If categoryIT

- Action edit issue : person X

if/else categoryCustomerCare

- Action - edit issue: person Y

@Carlos Faddulthis is not what i want :) But thank you.

What I want is this:

If category IT, customercare

- Action edit issue and add Approver : person X, person Y

if/else category Marketing, Acount

- Action - edit issue and add approver: person Y, Person A, Person B

and all of them have to approved.


I have now found out myself.
You have to adjust the workflow and change it to "all" so that all have to approve.
And with the automation you have to select the action: Edit process and here not select the field approver but in the additional fields add the whole manually. If you select the field directly from the dropdown, i.e. "Approver" and you make an if query, the approver is always overwritten, which is why you have to do the whole thing in the .json with "Add".
Then it also adds multiple approvers and you can query individually by category and add different approvers.
Unfortunately you always have to copy out the ID of the user, but at least it works like this :)

This is the code:

    "update": {
        "Approvers" : [
    "add": {





Carlos Faddul Community Leader Aug 17, 2022

@Mergim Rexha but in automation you can do this usually, follow the examples


  • Captura de tela 2022-08-17 185207.png

And the second condition

  • Captura de tela 2022-08-17 185030.png


For everyone to approve, you just need to edit the workflow for everyone to approve

 I hope I helped you.

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