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How to provide access to customer to the project to create requests and approvals

Pavan GE

Hi Team,

As per the below diagram, the issue is missing approval in Business Approval stage.

When requestor raised request, it goes to "Business Approval"(Customer) and there whoever part of the group member they can view the request in their approval queue and they approved the request and it would reach to "Genpact FAP REVIEW" stage.

Now member of the Genpact FAP Review(Agent) group, can able to see it and if they send it back to 'Business Approval(Customer) stage, from Genpact FAP Review, then the Business Approval(Customer) wont be able to view the request in their approval queue in customer portal.

So, Cold you please check and advise us on the below scenario to fix the issue. Screenshot 2024-11-28 200506.png

Can anyone advise me on this ticket on priority?

Accepted answers

All comments

Bharat Kumar Bondalapati

Hi @Pavan GE Do you require customers to be able to raise new requests? And also the same customer to approve requests?

Let me know.

Pavan GE

Suggest me,

1. If same customer can able to approve the request how to setup

2. Except the requestor the other customers need to approve in this scenario how to setup?

Pavan GE

Statement is:

1. When 'X' raised request,

2. 'Y' can view the request in his approval queue, and he needs to approve/cancel from Business Approvers stage.

3. Z can able to view the request in his approval queue and he needs to be approve/cancel/send back from HICX approval stage.

4. If Z send back to Y, then Y can be able to view the request in his approval queue.

I hope you might understand the requirement with the above example. If yes, please suggest me.

Bharat Kumar Bondalapati

Go to your project settings > workflows > edit workflows.

1. Click on the status you want to have the approval step

2. Check Include approval step > edit and configure as follow

3. Click next > select to which status you would like to tranit when approved or declined. Here if you do not want requester(reporter) to approve, select reporter in exclude option. Similarly, if you want requester(reporter) to approve, then leave the exclude option blank.

Let me know how it goes.

Joseph Chung Yin

@Pavan GE -

In JSM (by default) - Customers (requesters) can only have rights to create issues in your projects via the portal. They don't have the ability to approve the issues (meaning the rights to edit issues because it will requires Agent license for it.