I need a popup screen on a transition when a ticket is approved in Jira Service Management

Question

Hi! I need to add a popup screen after a ticket is approved in Jira Service Management, I've added one in the transition "approve" but when the ticket is approved the screen doesn't appears. The screen is necessary because the approvers needs to fill a custom field when the ticket is approved and they asked me in that way.

Approvers have license so they can access to the ticket in Jira.

Sofia Grunspan · Answer

I've checked and it doesn't work, thanks!

Sofia Grunspan · Answer

Thanks I think it doesn't work because of this https://jira.atlassian.com/browse/JSDCLOUD-13102

Seon Shakespeare · Answer

Hi Sofia,

For approvers to see extra screens in JSM, they usually need to approve requests from inside the Jira project itself (the agent view), not the customer portal.

If they are already doing this, it might be worth double-checking your workflow and making sure that your screen update has been saved and published.

Hope this helps!