How to hide and unhide approve button for certain condition in the customer portal?

[Jennifer_Cheong]

I tried to put in the conditional but it doesnt work in the customer portal and i set the approval.condition.type to boolean and approval.condition.value to true

[Earl McCutcheon]

Hi @Jennifer_Cheong ,

The Fields once made visible to the request type (as described here), will either be visible to the end user on the portal or not on all applicable locations.  so there is not a conditional approach that can be taken on a single workflow.  The options for the fields are:

• Visible
• Visible with a custom name
• hidden with a preset value (and visible internally by agents)
• Hidden (only seen and managed internally by agents)

So to be able to set up a approach with two optional views you would need to have two different request types set up in the portal, one where the field is added to the Portal for situations where the approval is needed by the end and a secondary one where the Field is internal only and not to be visible for the end user.

There are two feature request that I recomend checking out and adding a vote to to show your interest in as covered in the "Implementation of New Features Policy" to aid in prioritization efforts,  and watching for updates:

• https://jira.atlassian.com/browse/JSDSERVER-4328
• https://jira.atlassian.com/browse/JSDSERVER-1107

There is also some additional discussion of the possibility of writing a custom add-on you could leverage to do some custom CSS modifications as a workaround in the following post:

• https://community.atlassian.com/t5/Jira-Service-Desk-questions/Remove-approvals-section-from-Customer-Portal/qaq-p/640945

And if you wanted to go this route I would suggest checking out the developer documentation mentioned for the workaround located here to get started.

Regards,
Earl

[Jennifer_Cheong]

Hi Earl,

Does it means i only can set the condition for the approve button through plugin and not through as attached below?

[Earl McCutcheon]

Hi @Jennifer_Cheong ,

Thanks for the clarification, and that does change up the question a bit and I am not sure on this one.  I added a few more tags to try and get some additional visibility on this but I would also recomend reaching out to the Support Portal for Scriptrunner, to see if you can get some additional clarification on the functionality.

I am not sure if you can add scripted conditions to the workflow that would apply to the customer portal page, as the Portal is mapping values through Service Desk from the issue to the customer through the request type, and the workflow conditions are triggered from the internal view of the issue, and I am not sure if Scripted conditions will pass through in this way.

Scripted functions are location dependent and take info from the current issue view context and as the customer request portals mapped those values over I do not believe there will be data for the scripts to pull from this location on the desired actions applied to the conditions.

Regards,
Earl