Issue Summary

In Jira Service Management Data Center, the Approval tab does not correctly display approvers per step once the issue progresses through multiple approval steps.

After an approval step is completed and the issue transitions to the next step, the Approval tab shows a combined / incorrect list of approvers for the earlier step. It includes:

• The user who approved the previous step, and

• The users who are approvers for the next step

This makes it impossible to reliably see which users actually belonged to each approval step.

The behavior is reproduced both with:

• Normal approvers (standard JSM Approvers field), and

• Asset-based approvers (approvers driven from an Assets/Insight object attribute)

This is functionally the same UI/behavior problem as described in the Cloud bug JSDCLOUD-11347 but occurring in Data Center.

Steps to Reproduce

1. Configure a JSM workflow with two sequential approval steps (e.g., Step 1: “Business Approval”, Step 2: “Finance Approval”), each with its own set of approvers.
2. Use the standard JSM Approvers field for both approval steps, but with different users for each step (e.g.,
   1. Step 1 approvers: User A, User B
   2. Step 2 approvers: User C, User D)
3. Create a request and move it into Approval Step 1.
4. Have one approver from Step 1 (e.g., User A) approve the request so it transitions to Approval Step 2.
5. Navigate to the Approvals tab on the issue and review the history for Step 1.

Expected Results

• For each completed approval step, the Approvals tab should show only the users configured as approvers for that specific step at the time of that step, and clearly indicate who approved/declined.
• Users from subsequent approval steps must not appear in the approver list for previous steps.

Actual Results

• For the completed Step 1, the Approvals tab shows a list that includes:
  • The user who actually approved (e.g., User A), and
  • The users configured for Step 2 (e.g., User C, User D).
• This makes it appear that users from the next step were approvers in the previous step.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available

Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below: