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Workflow - Custom Approver field is empty


JSM Cloud.  I am working on a workflow for system request.  

In a my System Request, when I change the status to "Waiting for Approval", the approver is blank.

I have the System Request, Request Form, list of Visible and Hidden with Preset.  When I move the custom approver field to hidden, it prompts me for the value.  It says these hidden fields should not be shown on the request form.






When I open the ticket, "Estimate Approver" field is blank at Open status and at approval stage.


What am I missing?  Do I need some sort of property key / value in the properties of the workflow step?  I see is blank.


1 answer

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Benjamin Community Leader Apr 28, 2021

@Sheree MacNinch : Looks right. Just tested it and see if ran into the same issue but when I preset myself as approver...I could see the approve and decline button. What do you see when you login as the approver?


Things to check:

Is the estimate approver pre-set value still there in the configuration?

Is there another custom field with the same name as estimate approver?

Thank you so much for your help!  

I did check the items on the list but they were configured correctly.

What I did find was I must have a miss match between screens / schemes somewhere.  I applied workflow to appropriate projects and confirmed that the preset value was set correctly in each screen.  

After your confirmation I was able to focus in the right area.  

Thanks again!

Like Benjamin likes this
Benjamin Community Leader Apr 28, 2021

You welcome. That's great to hear. 

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