Approver field in the Help Center for customers

[Antonia]

Hello dear community, I am currently trying to create an approver workflow for our Help Center.

To explain:

A customer creates a ticket, then it turns out that they need approval from their supervisor. Now we need a field in the Help Center called “Approver,” which the customer can then fill out afterwards. So far, I've only managed to create a field when the ticket is created. But afterwards, there is no longer a field for this, only in the mask for creating the ticket. And the customer and the agent should be able to fill in the field. As an agent, I have access to the backend and there it's no problem.

[Marc -Devoteam-]

Hi @Antonia 

There is no option for a customer to make changes to a submitted issue.

If you apply an approval field on the Request, then this can be entered on creating, but it can't be changes by the customers, as editing of issues can only be done by an Agent.

Or you would start using forms as suggested by @Arkadiusz Wroblewski

[Arkadiusz Wroblewski]

Hello @Antonia 

Please take a look on Related Article:

https://support.atlassian.com/jira-service-management-cloud/docs/allow-customers-to-choose-approvers/ 

[Antonia]

Hi @Arkadiusz Wroblewski

I've already done all that, but the field only appears for the customer when you want to create the ticket, not when it's already there.

[Arkadiusz Wroblewski]

@Antonia 

Understood. Can you share a screenshot of this field’s configuration?

Also, is it populated dynamically from existing users/groups, or is it a predefined list?

[Arkadiusz Wroblewski]

@Antonia 

I mean, that’s typical behavior, because customers can usually only edit fields during ticket creation, not afterward.

Once a request has been submitted, portal customers can’t change Jira fields, so any typos or invalid entries would need to be corrected by an agent.

Please take a look here also.

https://support.atlassian.com/jira/kb/how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms/ 

[John Funk]

Hi Antonia,

As mentioned above, there is currently no way for a customer to update a ticket once it is submitted. So, you can go one of two ways in my opinion. 

1. Add a Supervisor field to the form and have them populate it when the ticket is created - whether the value is needed later or not. It either needs to be a user picker field and the supervisor would need to have a Jira account. 

2. Add a field called Supervisor Email which would then be used to copy into the Approvers field. The Supervisor would still need o have a Jira account.