Customers can not change statuses (approve/reject) through the portal. Why?

[Vera Valshonok]

I'm created a new portaland connection request in Jira. When a customer gets an email in order to approve or reject a request they have a link to a task, they open a screen with all the request info and supposed to be able to press approve or reject. I've set their emails as approvers in Request type setting (my testing account for now), but still no option to change statuses. It works for them to approve through email ( set by automation) but not through the portal

[Dirk Ronsmans · Accepted solution]

Hey @Vera Valshonok ,

It's a bit of a double question.

On one side you have the changing of a status on the portal, on the other hand you have approval on the portal (which will also change the status of course).

For an approval, there should be the buttons to click (approve or reject) and the status should change automatically. This works by having the approval step in the workflow.

https://support.atlassian.com/jira-service-management-cloud/docs/add-an-approval-to-a-workflow/

On the other hand, you can have a customer change any status/perform any transition you want by having the transition available on the portal.

https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/

[Vera Valshonok]

The answer is incredibly helpful! Thanks!

[Vera Valshonok]

@Dirk Ronsmans