Customers as Approvers on Change Request - Jira Service Management (Cloud)

Question

Hello,

I am trying to setup a customer as an approver to a change request. So far, every time I have tried, I have gotten some version of "******** doesn't have access to Jira on **********"

With options to log in to another account and logout.

Is it possible to set a customer as an approver for a change request, and if so, how can I make that happen?

Thanks!
Kevin

Joshua Sneed Contegix · Answer

Hi Kevin,

Setup Automation to copy the Reporter to the field used to identify the Approver prior to the approval step. This will cause the approval email to be sent to the reporter and they will see an Approve button in the email and portal. Might have to set that transition to be visible in the portal (under the specific request type), but I can't remember. Cheers!

Brant Schroeder · Answer

@Kevin Young

You can have customers approve requests.  They will need to have access to the project as a customer.  This means that they have to be able to log in to the Portal.  In the portal they will be able to approve or deny a request.  You will need to make sure that you have set up your workflow properly.  https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-approval-stage-for-a-request/