How can I set up an approval workflow where a customer can approve a ticket in the portal?

[Matt Cliffer]

I have an approval workflow setup, but when I test it using a personal email, I am unable to approve a ticket. I also did not receive any notification that the ticket is awaiting my approval. 

[Fabian Lim · Accepted solution]

Hi @Matt Cliffer

I believe you will need to use a user picker field in order to make it work. Details: https://support.atlassian.com/jira-service-management-cloud/docs/add-an-approval-to-a-workflow/

Regards 

[Walter Buggenhout]

In addition to the article @Fabian Lim is referring to, also check how to configure approval by email documentation.

[Matt Cliffer]

@Fabian Lim @Walter Buggenhout 
Hi guys, thanks for the help. I do have a user picker field enabled for the project that I have been using to test. When I assign myself or someone else internally, we receive a notification and are able to approve a ticket. However, when I choose a customer in that field, I have been using a personal email for myself that I have added to our Jira customers list, it does not notify me or allow me to approve it. 

We want our customers to have the ability to approve a ticket in this project. 

I noticed this: 

I'm wondering if this is part of the issue. I disabled requests from the portal since we don't want customers to create requests in this project, only approve requests that we have created for them to approve/decline. 

Hopefully this adds more context for you guys to offer help. Thank you! 

[Walter Buggenhout]

Hi @Matt Cliffer,

Yes, this is related. If an issue does not have a request type, it isn't visible in the portal at all. And then, obviously, it can't be approved their either.