How does Service Desk Customers do Approval process?

[Santhoshraj Selvaraj]

Hi Team,

We were working on a Jira Enterprise for our project.

The problem is about giving approvals from Service Desk Customers.

We are trying for methods for giving approval access to a customer, 

We  created a test user and added the person in

Project Settings --> People --> Add --> Role: Service Desk Customer.

Also updated it to the custom field form and its shows the customer in form.

Now we tried to create the request form and filled the details and selected the approver as created customer "test" in drop down and submitted the form.

Now But the test mail has not received any email for approval.

So my doubts are,

Since I didn't gave any access before, Now added as customer directly into Service desk Customer, is there anything to give before that.

We don't need agents to be approvers, so we thought this way we can achieve this ?

Please suggest us a best idea for achieving it ?

[Jack Brickey]

Hi @Santhoshraj Selvaraj , welcome to the community.

I would first suggest having a look at this article as it does a good job of explaining how approvals work and how are you allow I customers to choose the approvers. allow-customers-to-choose-approvers .

[Joseph Chung Yin]

@Santhoshraj Selvaraj -

Welcome to the community.  I agreed with @Jack Brickey comment.  Customer shouldn't be setup as an approver of an issue in my opinion.  In our env, approvers are typically users from internally which used to provide approval decision on customers' issues processing.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jack Brickey]

actually customers can approve issues.

In a recent client implementation I actually used Automation to edit the Approvers field choosing a Customer upon issue creation based upon a custom field value.

You can also let your customers add individual approvers to requests by adding the Approvers field (or a user picker (multiple users) custom field) to the request form. Customers cannot add approvers in groups. If you want to use a different field for approvers, learn how to add a new custom field to a project.

[Joseph Chung Yin]

@Jack Brickey -

Thanks Jack... For correcting my understanding.  In our env, approvers are typically someone internal within the company and not customers.

I have updated my original response.  

Again, thanks.

Best, Joseph