Automation to assign approver fails

[raj]

I have an automation designed to add a specific approver based on what the requestor selects from a dropdown list. However, its failing with this error: 

I think the Actor can't read from the users DB, but I'm not sure how to give it the correct permission. 

[raj]

@Joseph Chung Yin @Connor 

Not sure what else to say other than, it just started working. I didn't make any changes to local or global permissions.

I did however notice that after running the permissions helper check the actor field suddenly changed from displaying the user ID to the user name (Automation for Jira), and suddenly the automations started firing. 

[Joseph Chung Yin]

@raj -

Can you validate to see who is the user that you used in your automation rule for approver field assignment?  This has should have nothing to do with the actor who is running the rule.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[raj]

@Joseph Chung Yin Where would I go to validate this? This is what I see in the Rule details screen, hence why I thought this was related to the actor: 

[Joseph Chung Yin]

@raj -

In your edit issue fields "Approvers" who are you selecting to set the field?

From your previous audit log entry, it is pointing to the value that you selected for the field doesn't exist.  Thus, it has nothing to do with the actor for the rule.

Best, Joseph

[raj]

Sorry not sure if this is what you were asking, but I should add that the user I want the approval sent to does exist as a customer in the project but not as an agent. Would that make a difference? 

[raj]

@Joseph Chung Yin 

I've tried several users in that field including myself. I did notice something odd though: that field does not let me choose from a list or even appear to search the users db. All I can do is type a name in and hit save.

[Joseph Chung Yin]

Take a look at this link - https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-pre-set-list-of-approvers/

Approver users doesn't need to have agent license.

Lastly, if you use your name in the rule configuration for the approvers field, does the rule still having the same failure problem?

Best, Joseph

[raj]

Thanks Joseph - all our users are synced from Google Workspace and I can see them in the Customers section of the project - so it definitely knows about them.

Yes if I use my own name in the rule config it still fails with the same error. As mentioned above, the Approvers field in the rule config, doesn't allow me to select a user from a list, nor does it do a lookup when I start to type in name I know is in the user db.

[Joseph Chung Yin]

Very odd.  Did you see an empty dropdown list in the Approver field in the rule action configuration?  In my end, I see a list of users...

Here is my sample test rule -

There may be an issue where you sync your users from Google workplace.  What do you mean that you can see all of users in the customer's section in your system?

Best, Joseph

[raj]

No dropdown at all, it's behaving like a short text field, even though its configured as a user picker.

I don't believe this to be a Google sync issue. This is what I referring to: 

So the project lists everyone in my org (from Google) when I go to this Customers screen. That's why I thought this might be an actor permissions issue, especially given the behaviour of the Approver field in the rule config.

Did some more digging: the Actor listed in the rule doesn't have a name its just string of characters and I can't search for them anywhere (eg the Customers view above). However, if I go to Permissions Helper I get this: 

So the actor is actually called Automation for Jira (which makes sense I guess), and according to the helper, should be able to execute my rule. Not sure where to go from here...

[Joseph Chung Yin]

I would recommend at this time for you to submit a support request to Atlassian Support (https://support.atlassian.com), maybe there are something that support team can identify of the problem further.

I will be interested on what they have to say about the situation.

Best, Joseph

[raj]

No worries, thank you for taking a look @Joseph Chung Yin

[Connor]

Does the actor for the automation rule have the Browse users and groups global permission?

[raj]

@Connor This was my first thought too, but I can only see the option to grant that permission to a group. If I try and add the actor to a group beforehand, I can't because I can't find the actor in the users list.

[Connor]

Hey Raj, from your discussion with Joseph this seems like maybe not the correct path, but if you still want to confirm this here's how I did it. 

1. Find a comment made by the Automation for Jira user, or an issue they're the reporter on. 
2. Hover your mouse over their name then click View profile.
3. From their profile page click Manage access. It may be hidden in the more options (...) menu.
4. Verify they're a member of a group with the Browse users and groups global permission. 

Alternatively as you have their account ID, you could go directly to their user page. The URL for me was: https://admin.atlassian.com/s/{MY SITE ID}/users/{USER ID}.