Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How can I make a request that requires approval, visible in the customer queue for approval? Edited

Hi! 

We are designing a workflow where a customer has to approve a request from another customer, before it can be processed (It's a request for application access that needs to be approved by an application owner). We use the default 'Service Request with Approval' workflow. 

However, the request does not appear in the customer queue of the application owner, although he/she has been added as approver for the ticket. Since the ticket is not visible in the customer queue, the application owner cannot give approval. 

How can I make requests that require approval, visible in the customer queue of the approving customer? 

1 answer

0 votes
Fahad Siddiqui Community Leader Oct 05, 2020

@Jorne Tanghe Are you trying to say that if there is approval required then a notification or in that user portal approval pending should be displayed?

Hi Fahad, 

Yes, we would like the ticket to be displayed in the user portal of the customer that is supposed to approve the ticket. 

(The approving customer is not an agent, so hasn't got access to any agent queues). 

Kind regards,

Jorne

Fahad Siddiqui Community Leader Oct 05, 2020

@Jorne Tanghe 

You can find the steps on the documentation Configuring Jira Service Desk approvals

 

Please let me know if you still need anything.

Hi Fahad,

 

Sorry, but the answer I was looking for is not on the page :) 

We know how to make an approval flow. The problem is that the tickets are not visible in the customer portal view for the approvers. As such, they can't actually approve or decline. 

We have done some more investigation. Could it be related to the fact that the issues are created by an automation rule? (We have a theory that because automatically created ticket do not have a request type, they cannot be selected in the customer portal and as such aren't visible. Is that correct? How can we work around this?). 

 

Thank you so much!

Kr,

Jorne

Fahad Siddiqui Community Leader Oct 05, 2020

@Jorne Tanghe 

If you have automated rule line "Auto Approve -- Management Line Manager"

Then

System auto approves "Waiting for LM Manager" for XYZ group

You need to remove such rules.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

196 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you