How does the User Picker work for Jira Service Desk approvals?

[Nathan Given]

I have a few Jira Service Desk projects configured such that only people that I've added to the project can access it.  I've done this because I have different types of "customers": I have internal employees that can submit internal IT Service Desk requests and I have external client customers that submit issues to our company.

I want to setup a request with approval type of request for my internal employees.  So I created a new request type and added the "Approvers" field.  But I'm not sure where the approvers are coming from?  What if I want some people removed from the list?  What if I want some people added to the list?

In the end, I think I just want approvers to be all the internal employees (all the customers to that project), so everyone can pick their manager from the list.  Is that the default setting (to just show all customers?)?  Where is the default setting configurable so I can change the list of approvers that appear in the dropdown?

[Angélica Luz · Accepted solution]

Hi Nathan,

Thank you for the question and for all the details.
When we set a request type with approvers, the field in the customer portal will show all the users and customers from that project. The field will not filter to show, for example, only licensed users.
There is a workaround where we can add a specific list of approvers using a custom field and a group.
You can find the steps on the article:
- How to add a specific list of approvers

Please, give it a try and let us know how it goes.

Regards,
Angélica