After I configured approval of a JSM status, there was no change when I transitioned an issue.

[Phil Bustin]

Using the JSM-imported workflow, I tried to configure approvals for two statuses.  Neither appears to work.  Also, under All my tickets, no tickets appear, although I submitted and completed about 6.  Here are screen shots of the workflow, and the approval configuration for the Pending status:

[Yanty Ghani [ServiceRocket] · Accepted solution]

Hi @Phil Bustin ,

Can you please provide the screenshot of the next page in that "Edit approval step"? It should look like this:

[Phil Bustin]

Thanks, Yanti.  You put me on the right track.  It's working now, but although I am a member of the approval group, I don't have permission to approve.

[Yanty Ghani [ServiceRocket]]

I'm glad that I helped in some way :) But you're saying that you're listed in "Business Analysts" field but you can't approve the ticket when it's in "Pending" status?

[Phil Bustin]

Yes.  My 3 users (different email addresses) are in the Business Analysts group.  Maybe for JSM I need an Approvers group?

[Yanty Ghani [ServiceRocket]]

Hi @Phil Bustin ,

If you are also the assignee or the reporter of the ticket, please make sure that this is not listed under "Exclude approvers from":

[Phil Bustin]

That was an older image.  I no longer have approval exceptions:

[Yanty Ghani [ServiceRocket]]

Thanks for the screenshots. It showed that there are no users in "Business Analysts" field. You only added people to "Business Analysts" group. What you need to do is add users to "Business Analysts" field.

Go to Custom Fields, https://<instance_name>.atlassian.net/secure/admin/ViewCustomFields.jspa, and search for "Business Analysts" field, then click on this:

Then click on "Edit Default Value" and add the users.

[Phil Bustin]

Thank you.

Apparently, I can't add 'Members of Business Analysts group'--only individuals.  If that is true, I would have to change the defaults every time the group members changed.

After adding the 3 users, including myself, I was able to approve a new issue; however, I still can't approve the existing issue.  These are just tests, but is there something I can do to enable the existing issue to be transitioned?

[Yanty Ghani [ServiceRocket]]

If it's a user-picker field type, then you can only add individual users. For group approvals, this article can help explain it, https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-group-approvals-in-Jira-Service-Management/ba-p/1751721#M872

As for the existing issue, you need to add the approver to "Business Analysts" field on the screen. But first you need to add the field into "Edit issue screen", https://<instance_name>.atlassian.net/plugins/servlet/project-config/<project_key>/screens. This doc provides more info, https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/