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How to add customer approval to an issue

Ben_Andrews

I am creating a custom workflow which needs the customer who submitted the ticket to approve the quote before it goes to a manager for approval. I cannot seem to work out how to do this, any help would be much appreciated.

Thanks,

Ben

Accepted answers

All comments

Yogesh Mude_u145qk

Hi @Ben_Andrews

Please visit the below KB articles which were provided by Atlassian for the Approval process.

https://confluence.atlassian.com/adminjiraserver072/configuring-jira-service-desk-approvals-832185058.html

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

Tansu Akdeniz

Hi Ben,

If you want to show the transition to the customer in jsd portal, than follow the steps;

Edit workflow
Choose diagram mode
Click the transition
Select "Show transition in the customer portal" box in pop-up

Also look at this page for approvals;

https://confluence.atlassian.com/adminjiraserver/configuring-jira-service-desk-approvals-938847527.html

Tansu

Ben_Andrews

Hi Tansu,

This doesn't quite answer my issue. I need the customer to approve the issue. (i.e. Service Desk sends the client a quote for the work and the customer then approves this to move it onto manager approval)

Ben

Ben_Andrews

Hi @Yogesh Mude,

Ben

Jack Brickey

@Ben_Andrews,

did you view the links that Yogesh provided? You should be able to do the following:

define a custom field to capture the approvers, e.g. "Customer Approvers"
Configure the field and add in the customer's name that needs to approve
update the workflow to require the approval via the custom field.

Ben_Andrews

I did view the links. How do I automatically set the customer to be the approver? I need this to be general case, not specific.

Jack Brickey

if you want the Requestor to approve then update the WF and choose Requestor for the appropriate status. If you need a customer other than the requestor then you need to add the specific name(s) to the custom field.

requestor approval.jpg

Ben_Andrews

I don't have the Requester Option?

I can add a custom field called Requester but do not know how to automatically set that field to be the name of the customer/requester.

Qu3ntin

Hi @Ben_Andrews,

I had the same problem and find a solution if you still need it.

On the transition before your "approval status", add a postfunction to duplicate the value of the reporter field (or customer custom field) to your approvers field (or approver custom field).