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How to create approval workflow on a subtask where I can't set a request type?

Nancy Bonanno_ahvyfn

So I'm trying to create an approval workflow on a subtask on a service desk (SERVER). When the user clicks GET APPROVAL transition on the subtask, I successfully retrieve the manager from LDAP and insert him into APPROVERS. I've configured and enabled the "Customer Notification" for approval to email to APPROVERS. But no email shows up.

I have read that "Customer Request Type" must be set to use that Customer Notification. But I can't seem to set "Request Type" in this subtask. Any suggestions?

Accepted answers

Corey Needham

Hi @Nancy Bonanno

Based on the below documentation and my experience I don't believe it is currently possible :

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-sub-tasks

Subtasks seem to be backend only and have no customer interaction available.

There is this feature request that you can vote for and watch:

https://jira.atlassian.com/browse/JSDSERVER-1422

I hope that helps!

All comments

Corey Needham

Hi @Nancy Bonanno

Based on the below documentation and my experience I don't believe it is currently possible :

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-sub-tasks

Subtasks seem to be backend only and have no customer interaction available.

There is this feature request that you can vote for and watch:

https://jira.atlassian.com/browse/JSDSERVER-1422

I hope that helps!

Nancy Bonanno_ahvyfn

Ok, thanks. I'll just make a post function that sends an email and directs them to a ticket, I guess.

Corey Needham

I havent tested this, but I imagine you will run into issues if your approver isnt a "Service Desk Team" member on your project.

Without a "request type" there wont be a portal view available to them if they are just a customer, so they may not be able to view the subtask.

Just a heads-up

Nancy Bonanno_ahvyfn

Grrr. I bet you are right! So there is no way for someone to approve an action from a sub-task? I guess I can get the approval before the subtask is created, then create the subtask...blech.

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