Portal Forms - two or more editors allowed before opening ticket?

John Bradley

We just recently purchased a JSM license, and I'm trying to learn more about portals and forms.  Here is a scenario I have related to onboarding a new employee:

1. Manager completes IT Onboarding form with all information for the new hire
2. HR personnel need to approve request or have manager make edits.
3. When correct, HR Personnel submits request to IT

In order for this workflow to work, does the HR personnel have to have licensed users?  Or is there a way that both the manager and HR personnel can be "customers", and the submitted form goes to licensed IT users?

Mikael Sandberg

No, HR personnel do not need a license if all they are doing is approving/denying (more edits are needed) the request. All you need to do is adding them as approvers, and if you want them to have the ability to view the ticket after they approve/deny you should add them as request participants.

In JSM, the only ones that need a license are users that are accessing the tickets from the JSM/queue side and need to be able to respond to the customer.