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Approvals not recognized when creating a issue within the service desk project

Saarvaani Vadlamani

When i try to create an issue within the jira service desk issue(not from the portal) which is associated with a workflow configured for approvals, the approvers are not getting any notifications that an issue is waiting on them. Also, the approvers do not see the requests in the portal. Is there an additional setting for this to work?

Accepted answers

Brant Schroeder

Saarvaani,

Please make sure you follow all of the steps here https://confluence.atlassian.com/servicedeskserver/setting-up-approvals-939926369.html

You will also need to make sure that customer notifications and your notifications schema are set correctly.

All comments

Shawn Masters

I dont think approvers are notified in the default notification scheme- that will be where you want to start.

Brant Schroeder

Saarvaani,

Please make sure you follow all of the steps here https://confluence.atlassian.com/servicedeskserver/setting-up-approvals-939926369.html

You will also need to make sure that customer notifications and your notifications schema are set correctly.

Saarvaani Vadlamani

I followed the steps mentioned in the document. When the request is created form the customer portal, everything works fine. I am seeing issues only when the issue is created from within the service desk project using the "create" button.

Saarvaani Vadlamani

approvers are not even recognized for them to get an email.Approvers cannot see the issues waiting on their approval if the issue is not created from portal/email.

Brant Schroeder

In the service desk you have to use Raise Request to create issues. If you use the create button a request type will not be assigned to an issue. If the issue does not have a request type then customer / external communications will not occur and the issue will not be visible in the portal. Applying the request type to the issue will resolve the problem you are having but using the raise a request it the proper way to create an issue in a service desk.

https://confluence.atlassian.com/servicedeskserver/raising-requests-on-behalf-of-customers-939926455.html

Saarvaani Vadlamani

Thanks Brant. I associated request type to my issue and it worked like a charm.

I missed reading the following piece of documentation:

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-create-an-issue-vs-raise-a-request

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