Workflow Approval

[Joshua Stokes]

Hello all - 

Having some troubles editing some approval steps in one of our JSM Cloud Projects.

When I go to the specific workflow, and edit 'Include approval step' tab for the below - 

I can select Jira Filed and the source 'Example group 1' 

I then select Next and then Add.

When I publish this new workflow, the users that are added into this group are not showing up.

I have gone into Work Items and made sure the User Filtering has this group selected as well.

Any ideas on this one? Hopefully I have explained it okay...

Thanks for your help.

[Marc - Devoteam]

Hi @Joshua Stokes 

Are the users added as customer or granted the Service Desk Customer role onto the JSM project?

[Joshua Stokes]

Hello @Marc - Devoteam 

Some are yes, some are not.

Will this impact if they show up or not?

[Joshua Stokes]

Hi @Marc - Devoteam 

I have tested by adding a few users who were NOT in the JSM project, added these in but when the user goes to the Jira portal and tries to log a ticket, the newly added user is still not in the list.

Thanks for your help.

[Joshua Stokes]

@Jaime Escribano @Marc - Devoteam 

Thanks both for your support. 

See below what I have done to try and get this to work - 

I created a new Group under Admin > Groups > ‘New Group 1’ and added in the 16 requested users.

Once created I went into > Work Items > Fields > Custom Fields and created a new Custom Field ‘New Group 1’

Once created I then edited this Custom Field Config to ensure user filtering was pointing to the Group: New Group 1.

I then went back into the Project Workflow, clicked on both Old Group 1 Approval & Old Group 2 Approval and under ‘Include approval step’ I edited this step by adding in the ‘New Group 1’ and selecting Next and then Add on the second screen (Screen shots below)

Once completed I have Published the draft workflow, gone back into Jira Support User Site and checked to see if the new users were in the drop downs when selecting a particular form.

These newly added users within the New Group 1 group were not displaying.

Hopefully the above provides me information and depth to understand.

Thanks!

[Marc - Devoteam]

Hi @Joshua Stokes 

What if you start typing a name of a person in the group?

[Joshua Stokes]

Does not show up, even when I use the wildcard '*' to search @Marc - Devoteam 

[Marc - Devoteam]

Hi @Joshua Stokes 

Who can you choose on not using user filtering?

Anyone or are there users missing, if so which users and what is there role on the project?

[Jaime Escribano]

Good Morning Joshua 😊

Could you share a screenshot of the approval configuration and an example of a ticket where the users are not showing up? 

In my experience, these changes happen right away so there probably is some error with the configuration.

Regards,

Jaime Escribano