Approver field, Agent VS Customer View

unknown

Greetings Atlassian Community,

I've got a weird one here, and I added an Approvers field to a request type. Approvers field populate just fine if the ticket is created through the customer portal.

 

 

But if I were to create the exact same ticket in the agent view, only one name populates. 

 

Approvers field is added to the appropriate screen

Workflow transition is configured

Any and all suggestion would be greatly appreciated.

Regards

Brant Schroeder

@[deleted]

The service desk is built on top of Jira and when an agent creates an issue they need to do so by using the raise a request feature in the service desk.  If they use the create feature it will not include all of the service desk functionality.  Have you agents use this feature when they raise a request on behalf of the client.  You can learn more here: https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-on-behalf-of-a-customer/