Customer Challenge

Customer changed the Issue Edit Screen, so an assignee is not able to change the approver. Based on this setting, our app (Out of Office Assistant for Jira Cloud) was not able to swap the approver for an issue.

Solution

First, you would need to add the approver field to the Issue Edit Screen again. Now everything works fine (from Out of Office perspective). However, the assignee is now able to change the approver. To implement a workaround, we would need to change the Permission Schemes. Just go to Permissions > Actions > Edit Permissions > Issue Permissions. Here you can modify the permission for Edit Issues.

If you remove the Project Role Service Desk Team, an Admin, and our App is still able to change the Approver, but the Assignee (Agent) is not able to do it.

We created a step-by-step guide and video with guidde. We will walk you through the steps to make the necessary changes.

Step by Step

1. Click "Project settings"

Click on "Project settings"

2. Click "Permissions"

Navigate to "Permissions"

3. Click "Actions"

Choose the "Actions" option

4. Click "Edit permissions"

Click on the "Edit permissions" field

5. Click "Remove"

Select Edit Issues and select the option to "Remove"

6. Check "Project Role: Service Desk Team"

Navigate to the "Project Role: Service Desk Team" section.

7. Select "Project Role: Service Desk Team"

Check "Project Role: Service Desk Team"

8. Click "Remove"

Click the selected location

Video

Click here to watch