How do I configure the available options for "Approvers" within the approval step of the workflow?

[jbedar]

I have built out an automated process for approval of change management requests.  I need to split off a sub-set based on custom issue types.  I have built a custom field mirroring the OOTB "Approvers" field, e.g., "NSA Approvers", edited custom screens, etc. BUT - I cannot seem to figure out how to edit the available options when configuring the workflow / approval step - see image.  Thanks in advance. Hoping this is something simple I have overlooked.

[John Funk]

HI @jbedar 

I use an automation rule to populate the value(s) in the Approvers field. What is your criteria for who should be the approver? 

[jbedar]

Within custom fields contexts and within layout in project settings - 

Approvers is and existing custom field (default) seen in the image and already in use for the primary issue types within the service management project.

I created a sister custom field ("NSA Approvers") with the same parameters to be used for a subset of issue types (e.g., another group of approvers).  I've gone through the config of the custom field, screen, etc., etc.  If I go to the workflow to edit (image) and change the 'approval step' accordingly, I don't see the option I am looking for, nor can I find, where to expand that drop down list with additional choices.

Hope that clarifies.

[John Funk]

I would create separate Groups in Jira with the people per Issue Type. Then I would create an automation rule that populates the Approvers field with the people in the Group. That can be at issue creation if you know which group, or when a field value changes. It will just have to be before the issue moves to the status for the Approval. 

[jbedar]

Doesn't answer my primary question - how do I edit the drop down list to include other custom fields as the source of the approvers?  That is all I need to know.  

[John Funk]

You do that with an automation rule as I mentioned above.

[jbedar]

With all due respect, all I can gather from your feedback is an extended configuration effort.  There are no automation rules in the project configuration currently. I followed the documentation provided online (4/5 stars - meh?).  

https://confluence.atlassian.com/adminjiraserver/configuring-jira-service-management-approvals-938847527.html

So, my question remains - how (step by step, cause this is not intuitive IMO) do you add to the available options in the drop down menu (approval step) within in the workflow itself?

[John Funk]

If you have created a separate custom field to store names and you want some of those names moved over the Approvers field, you will need to do additional configurations - either with an automation rule or by editing the configuration of the workflow. There is no out of the box configuration or documentation that is going to address your custom field. 

[jbedar]

Your responses are far from helpful.  Should have just said "there is no way to do that" if that is the answer.

Your comments re: OOTB config is contradicted by the previous comment re: workflow configuration.  My original question started here - I'm trying to get additional options into the workflow config (available) and still don't see any connection to automation - again - I followed the documentation. 

Does anyone employed by Atlassian actually participate in answering these questions for customers?  I don't think I've received a 'positive' answer to any scenario I have bothered to seek assistance on.  

[John Funk]

The Community is a collection of other Jira users. If you want to get a response from Atlassian, you need to contact Atlassian Support. 

As to the question, it is unclear what your exact scenario is. I thought you wanted to populate the Approvers field with values from another custom field. If that is not your exact issue, please explain with more details. 

[jbedar]

I understand that - which is the source of my frustration.  The level of 'expertise' and 'input' from those that build the tool is lacking and support is just docs. Not being critical of your knowledge and willingness to help but seems like I never find the answer I need.  So, inevitably, I end up pounding my head as I trudge through every setting imaginable. If my 'phrasing in the form of a question' was unclear, I apologize.

Long story short - I figured it out.  End to end process below - the underlined item was the blocker:

• Create a new issue type
• Create / copy a new workflow aligned to the new issue type
• Create a custom field (e.g., approvers)

• Create a user group (name) that mirrored the custom field (Approvers + 2 others I created)

  • This provided the visibility of the groups within the (issuetype-based) workflow (editing the approval step) to set them to specific individual(s) as approvers by issue type
• Edit the custom field context to align individual approver(s) with the project / issue types
• Edit the request types within the project (field layout)
  • Designated approver field (by issue type) configured to use default(s) and be hidden from the portal

[John Funk]

Glad you were able to figure it out. Sorry that I was not following what you were asking. I was concentrating on the step you have underlined in which the Approvers field is populated. 

I was thrown because there should have already been an Approvers field in your system after you got the Jira Service Management product. 

[jbedar]

Approvers is already there (out of the box).  In order to break up the 'assigned approvers' by issue type, I had to duplicate the Approvers custom field so that I had (e.g., I created a set of non-system affecting release approvers as well as a specialized group specific to Managed Solutions.  If you use just the out of the box approver field - in the automation, the whole list of approvers will receive the email notification.  With some issue types requiring senior leadership approval, I wanted targeted notifications.  Once a ticket is created on the service desk portal, the view will show - awaiting approval so the submitter has awareness.

[John Funk]

So are you are using multiple fields by the same name of Approvers, with each having a context of a different project?

[jbedar]

No - you can't do that.  Context of a custom field will not allow you to split by issue type in the same project.  I have 3 custom fields for:

• Approvers
• NSA Approvers
• IVR Approvers

Each issue type has its own workflow, screen, field config, etc.  So, in this case, I have 6 issue types - 3 are aligned with approvers, 2 go to NSA and 1 to IVR. 

[John Funk]

And you thought my first response was an extended configuration? 

Good luck to you. 

[jbedar]

touche - :) - on top / because of what I had already built or a re-do was my intended meaning

[jbedar]

Would you mind noting my bulleted response (bold) as the answer to my question?