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Issue with JIRA SD ticket type approval


We have a project in JIRA SD for an application with different ticket types in it.

When it comes to the "Service Request with Approvals" type we are observing that the ticket always goes to the direct manager of the person/user who submitted it even though we have a field "Approvers" set up with specific persons during ticket form creation.

So my question is - how can we remove this escalation to the direct manager and thus start using only the approvers we have set?

Thank you in advance!


Andrey Delov

1 answer

1 accepted

0 votes
Answer accepted
Fahad Siddiqui Community Leader Aug 25, 2020

Its very simple... 

In workflow Add post function with below details

Update Any Issue Field (JSU)

  • Issue Field: Approvers
  • Field Value: "Approver Alias as in AD"


the approval will go to the person who's name will be added in field value


Thanks for replying!

I do not see Issue Field: Approvers when I try to add Post Function to a transition. I can only see those:

  • Assignee
  • Description
  • Environment
  • Priority
  • Resolution
  • Summary
  • Original Estimate
  • Remaining Estimate

Do you know how can I add "Approvers" to this drop down menu?

Fahad Siddiqui Community Leader Aug 25, 2020

you need to select "Update Any Issue Field (JSU)"



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