How can I make a request that requires approval, visible in the customer queue for approval?

Question

Hi!

We are designing a workflow where a customer has to approve a request from another customer, before it can be processed (It's a request for application access that needs to be approved by an application owner). We use the default 'Service Request with Approval' workflow.

However, the request does not appear in the customer queue of the application owner, although he/she has been added as approver for the ticket. Since the ticket is not visible in the customer queue, the application owner cannot give approval.

How can I make requests that require approval, visible in the customer queue of the approving customer?

Fahad Siddiqui_ihrjma · Answer

@Jorne Tanghe

If you have automated rule line "Auto Approve -- Management Line Manager"

Then

System auto approves "Waiting for LM Manager" for XYZ group

You need to remove such rules.

Jorne Tanghe · Answer

Hi Fahad,

Sorry, but the answer I was looking for is not on the page :)

We know how to make an approval flow. The problem is that the tickets are not visible in the customer portal view for the approvers. As such, they can't actually approve or decline.

We have done some more investigation. Could it be related to the fact that the issues are created by an automation rule? (We have a theory that because automatically created ticket do not have a request type, they cannot be selected in the customer portal and as such aren't visible. Is that correct? How can we work around this?).

Thank you so much!

Kr,

Jorne

Fahad Siddiqui_ihrjma · Answer

@Jorne Tanghe

You can find the steps on the documentation - Configuring Jira Service Desk approvals

Please let me know if you still need anything.