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Unable to approve ticket from service desk queue

Manmohan Anand_nd8cer

Hey Jira Pros,

I have a jira service management project to approve the deployments. The approval works fine from service desk portal and from the issue view of the tickets.

But when I am in the service desk queue, it doesn't let me approve saying "You don't have permission to transition the issue". I am the admin of the project and have all the permission to edit, delete, create, transition permission of the project.

I have no problem in approving it from the issue view or service portal, but if you have a lot of tickets in the queue then it becomes a little challenging to open the request separately to approve them one by one.

Any possible solution for this use-case?

Screenshot 2023-10-17 at 10.51.01 AM.png

Accepted answers

All comments

Marc -Devoteam-

Hi @Manmohan Anand

Are you also a member of the role Service Desk Team (are you an agent).

This as you can be an admin on the project, but if you don't have this default role, you can't approve or excute any action on project issues

Manmohan Anand_nd8cer

Hi @Marc -Devoteam- I am added as a agent as well as a customer.

Marc -Devoteam-

I would look at the workflow to see what the setting on the approval step are.

Manmohan Anand_nd8cer

@Marc -Devoteam- here is the workflow. The auto-transition are used to skip the approval via automation in case the approval are not required as cross-pod and product approval are not mandatory.

Screenshot 2023-10-17 at 4.18.55 PM.png

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