-
Suggestion
-
Resolution: Fixed
-
7
-
6
-
Issue Summary
This is reproducible on Data Center: (yes)
When using an Assets customfield to set the Approvers in the Workflow, the behavior is nor consistent with Approvers set in a Userpicker:
Adding / removing users from the Userpicker will immediately reflect in the list of Approvers. However, replacing an object in an Assets customfield with another, does not update the list of Approvers accordingly.
Steps to Reproduce
- Create two objects in an Assets schema, having a User type attribute called "Jira User";
Object1 with "Jira User"= User1
Object2 with "Jira User"= User2 - Set up an Assets customfield to be able to select these two objects, and add it to all screens in a JSM project
- Set up Approvals workflow (see related documentation here) :
- Create a new Issue / Ticket in this workflow,Select Object 1 in the Insight cf
- Transition this issue to the Workflow step which required the approval: Notice the approval requires User1 to approve.
- Add User X to the Approvers field - notice that User X is now added to the list of approvals - no transition is required.
- Delete User X from the Approvers field (inline) - notice that User X is removed from the list of approvals - no transition is required.
- Change the Object in the Assets customfield to Object 2 (Inline or in the Edit screen)
Expected Results
User 1 is removed from the list of approvals, User 2 is added to the list of approvals
Actual Results
The object change does not affect the list of approvals.
Workaround
Workaround 1 (manual transition)
Set up a Decline transition to another step and from that status back to the step requiring approval. Once the Issue is transitioned into the step which requires approval - the list of approvers from the objects will be updated
Workaround 2 (automatic transition)
Detecting a change to the Assets approvers field using automation, then automatically declining the approval and transitioning back to the initial "Needs Approval" step is a possible workaround. Due to various limitation in both JSM Automation and Automation for Jira, 3 automation rules are required.
For the full solution and theory of operation, visit KB article: How to automatically update Jira Service Management Approvals when Assets Approvers Change
- relates to
-
JSDSERVER-11208 Approvers field keep the same value when changing the related group and using Insight custom field to select group
-
- Closed
-
[JSDSERVER-12730] Approvers from Assets customfield should be updated when Object is replaced
An alternative description
When configuring JSM's Approvals feature to use an Assets custom field as the approvers source, the approvers list, as shown on the right hand side of an agent view ticket, or on the portal as a customer view, only gets populated the first time the assets field is populated with a user/users.
Denying the approval, then transitioning away and back to the needs approval state will cause the approvers list to be re-populated. However, we expect it to update whenever the approvers field is updated, matching the behaviour when using a non-assets User Picker field
This is quite a serious issue for us. we have workflows consisting of 5 approval steps. for each step we want to change the approver in the transition. this is now not possible.