Approve Incidents using Admin Account

[Sachin More]

I am integrating Jira Service Desk  with custom App.

I was able to get the pending tickets using Jira Service Desk API and was able to approve the request through API itself.

Now, i need to perform a task where i use Jira Service Desk admin account to approve the incidents which are assigned to other users.

Somehow, the API return access denied error. Same works if i use the credentials of the user who is assigned to approve the request.

Is there any mechanism where Admin User can approve all incidents on behalf of other users ?

[Danyal Iqbal · Accepted solution]

the admin user need the permissions to do so. The permission depends on how you add approvers to the ticket. e.g the customer could add the approver, the agent could add the approver or the approver could be added automatically.

in case you want to add the approver automatically you need to add the user picker custom field to your request type , and then select the option to Hide it. At this point, Jira Service Management will ask you to populate a list of approvers. add the admin use and save this, and your field is hidden and admin is set as an approver.

if the agents specify the approver, you can ask them to add the admin user as the approver.

If the customers set the approver ,you need to add a transition with a postfunction to add the admin as an approver and than proceed.

and no the admin can not approve ticket on somesones behalf. That would be a bug :)