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Service Desk permissions required for CAB

Bryan Tyler

Hello,

I'm trying to understand if I need my CAB members to be JIRA Service Desk agents in order for them to review a change and approve/decline it. I am using the standard workflow template, no modifications and I have added 3 individuals (who are not agents) as the CAB members, but none of them are able to access the ticket in the Service Desk or through the Customer Portal. Does anyone have a recommendation on how this should be set up? It's really not necessary for these CAB members to be agents and chew up a license when their only role is to review and approve/decline.

TIA

Accepted answers

Brant Schroeder

Bryan,

Approves are able to see issues in the service desk portal. If they are not seeing it in the portal is could be a couple of different items. The first thing you should check is if the issue has a request type assigned to it. If the request types is no match it will not show up in the Portal. If that is fine then it is most likely something to do with permissions. You can use the permission checker to see what the user can or cannot see. Let me know what you find out.

All comments

Brant Schroeder

Bryan,

Bryan Tyler

Brant,

Thanks for the response. I did confirm that the issue type is set. I feel like the problem I am having is that these users are not set up as "Approvers" on the change request, they have been set as members of the "CAB". Do I also need to add them as "Approvers"? Using the permissions checker, I *think* the permission I'm looking for is "Transition Issue"? Can you confirm?

Brant Schroeder

Bryan,
If they are not setup as approvers on the request then they will not see it. You can learn about setting up approvers here:

https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html

Bryan Tyler

Thanks a million Brant. I was finally able to get it working by adding a approval to the "Awaiting Cab Approval" status and setting the approvers to the CAB custom field. I guess it just surprised me that the workflows with implied approvals didn't already have those set up.