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How to add customer approval to an issue

I am creating a custom workflow which needs the customer who submitted the ticket to approve the quote before it goes to a manager for approval. I cannot seem to work out how to do this, any help would be much appreciated.





5 answers

Hi @Ben_Andrews

I had the same problem and find a solution if you still need it.

On the transition before your "approval status", add a postfunction to duplicate the value of the reporter field (or customer custom field) to your approvers field (or approver custom field).


Then the configuration is the same as any approvals setting.

Good idea, works. Thank you.


How can I add this post function, I don't see it in the post functions list when I click on add.

Thank you


It's Copy Value From Other Field




Thank you for the quick answer, I don't see this options in my list !


2018-12-21 17_01_46-Transition_ Submit quotation to customer - Total.png2018-12-21 17_02_02-Add Post Function To Transition - Total.png

It seems your are on a Sever version. My screenshot was from cloud version.

You will need JSU for this postfunction. 


Hi @Yogesh Mude,

This doesn't quite answer my issue. I need the customer to approve the issue. (i.e. Service Desk sends the client a quote for the work and the customer then approves this to move it onto manager approval). None of these documents explain how to assign the approval back to the customer


0 votes
Tansu Akdeniz Community Leader Jun 01, 2018

Hi Ben,

If you want to show the transition to the customer in jsd portal, than follow the steps;

  • Edit workflow
  • Choose diagram mode
  • Click the transition 
  • Select "Show transition in the customer portal" box in pop-up

Also look at this page for approvals;


Hi Tansu,


This doesn't quite answer my issue. I need the customer to approve the issue. (i.e. Service Desk sends the client a quote for the work and the customer then approves this to move it onto manager approval)



0 votes
Jack Community Leader Jun 04, 2018


did you view the links that Yogesh provided? You should be able to do the following:

  1. define a custom field to capture the approvers, e.g. "Customer Approvers"
  2. Configure the field and add in the customer's name that needs to approve
  3. update the workflow to require the approval via the custom field.

I did view the links. How do I automatically set the customer to be the approver? I need this to be general case, not specific.

Jack Community Leader Jun 04, 2018

if you want the Requestor to approve then update the WF and choose Requestor for the appropriate status. If you need a customer other than the requestor then you need to add the specific name(s) to the custom field.

requestor approval.jpg

I don't have the Requester Option?


I can add a custom field called Requester but do not know how to automatically set that field to be the name of the customer/requester.


Jack Community Leader Jun 04, 2018

my bad. that is a custom field that I created long ago and had forgotten. So forget that. :-(  You will need to define the customer(s) names. I don't know of any other method at this point.

Though you know, if all you want is the customer who reported this issue to approve you could simply transition to "Waiting for Customer" and ask for their approval via comment. 

OK, no problem, thanks Jack

Hi @Ben_Andrews, did you get a solution to this problem ?  

Hi @Birkir Marteinsson. Not a proper solution. I ended up allowing the customer the option to progress the task to the next stage as a sort of approval. This isn't ideal as the customer service agent can also progress the task but it was all I could get to work.

Hi! To set the requester as the approver, set up the "Approver" field as outlined above and then!

go to your workflow

on the create issue transition add a post function

choose "Copy Value From Other Field"

Source Field: Reporter

Destination field: Approver

check Copy within same issue

Like Erik Schipper likes this

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