Approver Group not found in Approval Status

[Robbie Ingram]

Hi there,

I have set up a an Approval step in a workflow using a Custom Field Group Picker (multiple groups). 

In Contexts & Default Value of the Custom Field the Default Value is set to the correct Group 'Test Approval Group' (set up in Atlassian Admin Settings / User Management / Groups) . 

I get the below error when transitioning the ticket to the status that triggers the Approval: 

Update approver groups

1 person from any group in ‘Test Approval Custom Field v2’ must approve, but there are no groups.

When I click Add Approver Group, the 'Test Approval Group' does not show up in the Dropdown despite the Group being set up in Atlassian Admin Settings / User Management (and correctly mapped to the Custom Field as the Default Context. 

I'm a little bit stumped because I've followed the guide exactly and it also matches another Approval - using a different custom field / group - on the same workflow (which was set up previously by another Admin). 

Any thoughts? 

Thanks

[Heenaben Sardarbhai Chaudhary · Accepted solution]

Hey @Robbie Ingram ,

The issue happens because the group field may not be properly set on the issue at the time of the approval step. Even if you set a default value in the custom field config, Jira won’t apply it unless the field is shown and saved on the issue screen.

✅ To fix it:
Ensure the custom field is on the Create/Edit screen so it's saved on the issue.

Check that the field context applies to the correct project and issue type.

Make sure the group has at least one active user.

Verify the global permission “Browse users and groups” is granted to the relevant roles (like Service Desk Team or users triggering the approval).

Optionally, add a post-function before the approval step to set the custom field with the correct group.

[Marc - Devoteam]

Hi @Robbie Ingram 

Welcome to the community.

Or create an automation rule that sets the field after the creation of the ticket

[Sumukh Shashidhar]

Hello @Robbie Ingram ,

Thanks, or the detailed explanations, 

Group visibility Permission 
even if the group exists in the Atlassian Admin > User management, it must be added to the Global Permissions in Jira for it to be usable in Workflows - especially for approvals.
1. Go to; Jira Settings - System - Global Permissions
2. ensure the group (e.g., Test Approval Group) is assigned to the "Browse users" or "View User Profiles" permission.

3. Without this, Jira won’t see the groups in your field, even if its set as default.

Field context checks
In custom fields - contexts, make sure:
1. The group custom filed context is applicable to the project and issue type where you’re testing.
2. If the context is to narrow (e.g., applied to another issue type or project), the default value won’t be visible.

Field Configurations Scheme
ensure the custom field is added to the screen used in the approval transition. If it’s not on the screen, Jira may treat the field as blank (even if a default is defined).

If this didn’t work last resort will be try removing the default group value, saving, then re-adding it again. Sometimes these re-indexes the value properly.

[Robbie Ingram]

Thanks for your super quick responses. 

@Heenaben Sardarbhai Chaudhary  it was the Create Screen that didnt have the Custom Field. Added it to that Screen and it's all working now. 

Thank you! 

Much appreciated.