Second Approver Cannot Access Ticket in Jira Service Management Cloud

[rsisauri]

Hi everyone,

I'm experiencing an issue with the approval process in Jira Service Management (Cloud version). We have two approvers for a ticket. One approver has successfully approved the ticket, but the second approver is unable to see the approval field and receives a message saying, "you do not have access."

Has anyone encountered a similar problem or have any suggestions on how to resolve this?

Thanks in advance for your help!

[vikram]

Hi @rsisauri 

Check whether the second person is part of the project and having all the permissions (sometimes we might miss) 

--- Check the workflow condition for second approval, (please check the workflow schema attached is having the conditional check properly)

--- Check if any group is created for first and second approval's and the second person is part of that group. 

from the Error message displayed -- It is something with access to the user for that project and for that issue, --- check if any filtering rules applied.

try to change the sequence of the users -- for testing purpose --- first user as second and second user as first. 

lastly check the logs from server /home-directory/logs -- if it displays any thing useful. 

Vikram P

[rsisauri]

Hi Vikram,
Thanks for reply.
I've checked every detail, but as I see the reason is that if you have two approvers (one approval is enough to transition to next status) :

• both of them receives notification about approval
• one of them approves issue
• The user who saw this notification after approval is not able to see issue. (a message saying, "you do not have access.")
• I believe that user should receive different kind of message, for example: this issue is already approved by user X

[vikram]

Hi @rsisauri 

If the 2 approvers are at the same level then you are correct. 

Vikram P

[rsisauri]

Yes, they are. So, I think it is not right to show this message to second user. 

[vikram]

Hi @rsisauri 

You are right, the message to the second user, should not be shown.

rather -- It should display the message you said "this issue is already approved by user X" 

Vikram P