Current State:

When using the REST API in JSM, if a service account belongs to multiple approver groups and approves a Work Item in a workflow step configured as “1 approver from each group,” its single approval is counted as if each group has provided an approval.

As a result, the Work Item transitions to the next status immediately after that one approval, and the workflow does not wait for separate approvals from users in the remaining groups. This behaviour occurs specifically when the same account is a member of all approver groups associated with the approval step.

Proposed Future State:

When using the REST API, a service account that belongs to multiple approver groups should be able to approve a Work Item on behalf of a specific user without its single approval satisfying all approver groups at once.

The workflow should still enforce the “1 approver from each group” rule and only transition after at least one approval has been recorded for every configured group.

Alternative (e.g. Third Party Plugin):

N/A