Automation overwrite First Approver

[Negjat Jusaj]

My workflow foresees that an approver is set when a request is made via the portal. In the second step, I would like to set another approver after the ticket has been created via automation.
However, the first approver will be overwritten.
Is there a way to add the second approver without deleting the other one?

[David Freitez · Accepted solution]

Hi @Negjat Jusaj

In order for the automation rule not to overwrite the first approver, you would need to use the advance additional field when editing the issue and use a json such as:

{
  "update": {
    "your_custom_field": [
    {"add": { "id":"id_of_your_2nd_approver" } } ]
  }
}

In this case, we are specifying that the account should be added to the custom field, this way the value it had would not be overwritten.

Kindly review my comments and let me know if you have further questions.

Regards,

David
ServiceRocket

[Negjat Jusaj]

thanks david!

[Negjat Jusaj]

Hi David,

Thank you for your answer.
Could you tell me how I can set a 3 Approver?
The following doesn't work:
{
"update": {
"Approvers": [
{"add": {"accountId":"61522f3e64ff010071038e75","613445f3e64ff010071038e75"} } ]
}
}

[David Freitez]

Hi @Negjat Jusaj

Can you try this:

{
 "update": {
  "your_custom_field": [
    {"add": { "id": "id_of_your_2nd_approver" } },
    {"add": { "id": "id_of_your_3rd_approver" } }
   ]
 }
}

I couldn't tested prior to to comment, hopefully it would work.

Regards,
David