Issue where approvers are losing access to Portal requests after approved/declined?

ian.johnsen

Issue where approvers are losing access to Portal requests after approved/declined?

• Example:
  • Approver Group -> 5 people.
  • 1 approval required.
  • All 5 are "customers" and can view ticket in portal
  • 1 approves and 1 of 2 things happen:

1. If next status is approval status -> all 5 still have access to the ticket in portal
2. If next status is not another approval status -> ONLY person who clicked approve has access to the ticket in portal (all other 4 people lose access)

What is going on here?

Same behavior if I make them Collaborators. Only difference is they have Agent view no matter what but STILL lose access to the ticket in the Portal view.

Brant Schroeder

@ian.johnsen This is a known issue and a feature request has been submitted.  https://jira.atlassian.com/browse/JSDCLOUD-11422 Vote for this issue so they can resolve this issue.  The only way around this is to add the approvers as request participants to keep them from loosing access.