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The buttons in the customer portal are not editable. This is different from the internal workflow where it's possible to change the name of transitions, but it doesn't reflect in the customer portal.
I didn't find any feature request suggesting this, so please, feel free to raise one on jira.atlassian.com (project JSDCLOUD) adding more details about why this feature is important for your environment.
It would be very useful to be able to change the button text. One such example is as follows:
Customer's B team raises a ticket that requires approval by their A team. The A team assess the ticket and realize they can resolve it themselves.
It would be nice instead of the word DECLINE on the button, the word Resolved could be added, with a transition to Resolved.
I'll raise a request for that.
On a related note, is it possible to have more than one status assigned to the Approval process? For example:
Approve, Decline, Resolved, Cancelled.
Thank you for reaching out to Community!
I saw that you created a ticket with our support and they created the feature request.
Regarding adding the approval for more statuses, when we select a status to add an approval, it's possible to select only one transition to "Approved" and one to "Declined", it's not possible to select more transitions.
You can add approval on more than one status, but select only one transition for each choice.
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