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Jira Service Desk Customer Does Not Have Approve Permission

Lindsay Czopur Community Leader Apr 24, 2018

I am using an out-of-the-box workflow for Service Request Fulfillment with Approvals.  The approval is added upon create.  See the attached screenshot of the workflow.  Every time I add the email address as the approver, that email will receive the approval request, but then receives a warning that they do not have permission to approve the request.  According to the documentation, any JSD customer should be able to approve requests even without a license.  I have that email address set as a customer role on the project.  I have granted the following permissions to the JSD customer project role: Browse Project, Create Issue, Edit Issue, Move Issue and Transition Issue.  All the documentation I have read said that everything is working. Is this a bug or am I doing something incorrectly?

1 answer

1 vote
Andy_Heinzer Atlassian Team May 01, 2018

Unlicensed users should be able to approve requests.  The difference here is that these users have to do this in the customer portal.   Whereas JSD Agents and/or Core/Software users could approve when viewing the Jira issue in the main UI (outside of using the customer portal).

I would like to know more about your permission scheme for this project.  You said you have granted permissions to the project role of 'customer', however for Service Desk, when dealing with unlicensed users, I believe you will need to use the special group/role called 'Service desk customer - portal access' in order to grant customers access to perform these actions in the customer portal.   Create, edit, transition, and browse should all be required for this to work.

See my screenshot for a further explanation of the difference here:


For my example, I am using the default JSD permission scheme, except that on the 'Edit Issues' permissions I also added the project role 'Service Desk customers' to that permission, just to help highlight the difference between this Jira project role and the special permission in bold.  You will notice that most of these use the special designation 'Service desk customer - portal access' to grant access to these unlicensed customers that only can access this request via the portal.

I want to confirm that these customers have this specific permission granted to that group and not just the project role that is customers.     Please check this setting and let me know the results.


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