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Setting reporters manager as approver

Setting reporters manager as approver

  • Live

    • Create an automation rule within JSM which you are using as your ITSM project with the below steps to automatically assign a users manager using your synced data.

    Automation Step

    Configuration

    How it works

    Automation Step

    Configuration

    How it works

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    When a new issue is create, this will trigger the automation

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    We add a issue fields condition to add the request types where manager approval is required. Change the value of the issue fields condition to the request types you want this to run against.

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    Here we are looking at the schema for the requester, select the Schema you are importing the data into and then use one of the following queries, depending on whether you prefer to use the UPN or Mail attribute primarily for users.

    objecttype = "Users" and "UPN" = "{{issue.reporter.emailAddress}}"

    objecttype = "Users" and "Mail" = "{{issue.reporter.emailAddress}}"

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    To ensure you only retrieve one record, you can check the previous lookup step to ensure it only has a size of 1.

    First value:

    {{lookupObjects.size}}

    Second value:

    1

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    Then we use the lookup value to set the Approver, we can either use Mail or UPN by adding:

    {{lookupObjects.Manager.UPN}}

    or

    {{lookupObjects.Manager.Mail}}