You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
we are currently planning to implement a ticket system through JSM in our company. In doing so, I have come across some open questions for which I have not yet been able to find an precise answer.
We have many approval processes in our company. Do the approvers have to be agents or can they also be unlicensed users? How exactly are the approvals controlled? Through user groups?
Furthermore, I would like to know if approval through the portal are possible?
Hi @Nico Krämer , welcome to the community.
The built-in approval process in JSM allows customers (non-licensed users) to approve issues. There are a number of articles in the JSM documentation, such as - what-are-the-differences-in-classic-and-next-gen-approvals , set-up-approvals
Hi @Jack Brickey ,
thanks for your quick reply. I have read these articles, but unfortunately they did not really answer my question. Perhaps to illustrate, here is an example:
Scenario: Procurement of new hardware
Person A opens a ticket to order new hardware.
For Person A, Person B (supervisor, department head) should always be set as the approver. Both users should be unlicensed, as they are not agents.
Person B should approve the ticket in the portal.
Can something like this be implemented? Therefore, my question is whether unlicensed users can be approvers via user groups.
Would you be able to describe the process you use for this? Would they have to approve via email?