Approval Button in JIRA Service desk Portal

[Tom-Philipp Behling]

Hi,

According to the documentation, the approving button should appear in the Service Desk Portal as in the following picture. However, this does not appear in my self-hosted portal.

In The Console Screen of Google Chrome appears the following: 

Loading failed for the <script> with the source"https://jira.mittenwalde.de/s/25d0549e8112bc69ff3684e2f18f4780-CDN/qyb6ie/803002/03f9afe5d162e8b38020185f53bd8ba6/7fdd02a4d9f08000d79eda30b327e59f/_/download/contextbatch/js/com.atlassian.servicedesk.frontend-webpack-plugin:entrypoint-portal-approval-statuses-webpanel,com.atlassian.servicedesk.frontend-webpack-plugin:entrypoint-portal-approval-action-web-panel,-customerportal,-com.atlassian.servicedesk.frontend-webpack-plugin:13,-com.atlassian.analytics.analytics-client:js-events,-browser-metric...".

[Angélica Luz]

Hi Tom,

Welcome to Atlassian Community!
The option to approve/decline only appears from the approver.
As per your screenshot, the ticket is in 'Waiting for approval' status but it does not show the approver on the right side (Approval needed), so it's necessary to check the workflow to see if the Approval is configured correctly.
You can find the steps on the documentation below:
- Configuring Jira Service Desk approvals

Regards,
Angélica

[Tom-Philipp Behling]

Hi Angélica,

i found the Error. The Workflow is correct, but i use a iptables PREROUTING to forward JIRA from 8443 to 443. When i open the Serviceportal with the URL https://jira.mittenwalde.de/ the Buttons are not visible, when i Use the Direkt URL (https://srv-jira.mittenwalde.local:8443) the Buttons are Visible. 

Which is the Supportet way, to Use JIRA with Port 443?

Regards,

Tom

[Angélica Luz]

Thank you for the details. We have a documentation that gives the IP table routing for 8443 to 433, but it's for Jira Software, so it may not work correctly for the customer portal.
So, actually, it's not supported so the portal may not work as expected with the redirect.
We have a feature request suggesting the ability to use service desk with subdomains:
- https://jira.atlassian.com/browse/JSDSERVER-513
Please, check this comment that has some steps that may help you.

[Richard Cross]

Hi,

This is a very confusing feature. 

If the approvers are also Service Desk Agents, they either go to a Portal page where they're not able to see internal comments/discussion...

...or a Jira Software page where the "Approve" button is far less obvious and "Decline" is hidden under a "More" menu.

Regards,

Richard Cross.