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how does the customer approved in jira service desk?

Marcus Lum

My workflow is all set with the customer as the approval, but when i login as the user, it does not prompt the user to approved or decline, & the user email does not received notification as well.

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Tansu Akdeniz

Hi @Marcus Lum,

Welcome to the community.

The following links may guide you.

Marcus Lum

Hi Tansu,

Those steps i have already tried but it doesn't work as the customer does not have any place to approved or decline & also no email notification is sent out to the customer as well

Tansu Akdeniz

Can you please send the screenshot of the workflow in diagram mode?

Please be sure that;

You added an approval mechanism for your status in workflow.
Than configured custom field for approval and selected destination status for approve and reject.
In service desk issue, you added this customer to the customfield you selected in step 2.

Also please provide a screenshot from the portal issue.

Marcus Lum

Hi Tansu,

I think i found the root cause of the issue, when i create a new ticket, the "Request type:" field is blank with ! in red. i think there is a bug in this, only when i manually assign it, the customer can see.

Tansu Akdeniz

Yes. If there is no matching request type, it won't be visible in portal.

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