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Team-managed project workflow stuck on an approval

Lukasz February 21, 2024

I have a Team-managed (!) project with a few request types. My workflow is shared between some of the request types. I defined approval steps (agent assigns approvers, there's a dedicated field to hold the approvers).

When a ticket in one of the request types reaches the approval step, things work as expected. 

When a ticket in another type reaches the approval step, it is stuck because it is impossible to add the approver.

This screenshot shows what happens when a ticket in the problematic request type reaches an approval stage - there's no way to add approver. The tooltip links are unhelpful as they point to Company-managed project documentation.

Screenshot 2024-02-21 103923.png

This screenshot shows that for the problematic request type, the "Approvals" field is missing as compared to the request type that works. I can't seem to be able to add the Approvals field manually:

Screenshot 2024-02-21 103641.png

How did I get into this mess, and how do I fix it?

1 answer

0 votes
Rilwan Ahmed
Community Leader
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February 21, 2024

Hi @Lukasz ,

From the screenshot you shared, it does not seems to be a team managed project. Instead it is a service management project (I can see SLA settings links). 

  1. Go to project settings --> Screens, check if the Approvers fields are in corresponding issue type screens. Mainly the Create Issue Screen
  2. Go to Admin settings --> Issues --> Custom Fields. Search for Approvers field and see if there are any field context setup. 
Lukasz February 21, 2024

Thanks for the prompt response, @Rilwan Ahmed 

It almost certainly is a Team-managed JSM project. Here is a screenshot of settings:

Screenshot 2024-02-21 110334.png

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