Bulk approval's misleading feedback

Question

Hi,

In JSM, I can select multiple work items and do a bulk approve action. JSM will give you the feedback that it was successful! In the bottom left corner a small pop-up window says: "# work items were approved". # is equal with the number of work items selected .

Even if 0 work item were approved. And this is very confusing and misleading for our agents.

We do approvals based on transitions sometimes, where the transition's name is "Approve". The bulk approval in JSM has nothing to do with this, however I do not expect that agents could differentiate the JSM approval and regular transition based approval.

Based on this feedback, my agents believed that they approved the work items.

I believe that the proper feedback should be the actual number where a successful approval was executed. Right now the number is equal with the number of work items selected.

Tomislav Tobijas · Answer

@Marcell Bendik I've tried checking for open JAC suggestions/bugs, but couldn't find anything strictly related to what you've described. (note that I agree that this appears to be a bug)

I'd recommend reaching out to Atlassian Support and discussing it with them. As you've said, messages agents receive could be misleading and this should be, somehow, addressed.
Support staff could review it and, potentially, create a new feature request (or bug) based on that input.

Feel free to reference this thread when discussing your problem with them.

Cheers,
Tobi

Marcell Bendik · Answer

I tried the Approve button

Tomislav Tobijas · Answer

Hi @Marcell Bendik,

Counter question 😅

When you're using editing multiple tickets from the queue, are you using "Transition" or "Approve" option here? Or maybe something else?

I mean, if you're using "Approve" button, it would be expected to say that items were (not) approved.
But, I've just tested this and it seems like you can approve items even if they are currently not requiring approval. This could be, indeed, a bit misleading, as actually nothing happens, but you get a message that all items were approved.

Maybe the option should not be visible (or you shouldn't be able to click on it) if one or more items are not requiring approval at their current stage 🤔

Cheers,
Tobi