Approved and Closed tickets still appearing in the customer portal as "Waiting for my approval"

[Patricia Campos]

Hi!

We recently observed that approved and closed tickets are still appearing in the customer portal's list of "Waiting for my approval"

What can we do to correct this?

[Martin Boehme · Accepted solution]

This is the Bug ticket: https://jira.atlassian.com/browse/JSDCLOUD-5589 

Make sure to vote for it :)

Maybe we can get it fixed until 2030 – but I would not bet... ;)

[Martin Boehme · Accepted solution]

Yes, I find this annoying, too.

This happened on my customer's system when the ticket was canceled. As a workaround, I added a post function for the "Cancel" transition that empties the value of "Approvers" field.

[Sanjay Prasad]

Hi @Martin Boehme  Does this happen for the tickets that are already approved as well? Even after approving the customer portal still shows the request in the Approvals. Do you have any solution ?

[Martin Boehme]

@Sanjay Prasad Mh, that's weird. No, in my cases this does not happen when the issue has already been approved.

Have you tried emptying the "Approvers" field?

[Bradley Rawlings]

How did you actually clear the field? I am in a next gen project and I don't seem to be able to clear it with a transition rule or automation. Any help would be appreciated, and hopefully this gets fixed soon!

[Martin Boehme]

@Bradley Rawlings 

I did it in a company-managed project. I don't know what you need to do in order to empty the Approvers field in team-managed projects ¯\_(ツ)_/¯