Issue on the portal not visible for the approver when the other approver has already approved

[Mickaël Orsolino]

Hi,

We have a strange behaviour.

Our user are customer from our support portal.

For a kind of request we have 2 approvers. When one of the approver has already approved the other approver can't see the ticket from the support portal.

Could you help us to find a solution?

Regards,

Mickaël Orsolino

[Fabian Lim · Accepted solution]

Hi @Mickaël Orsolino

I would check in your workflow status you have set the approval for 1 or more before it transitions.  Most likely it's set for only 1, so when one person approves, the ticket transitions to the next status.  So the second person, won't be asked to approve.

Regards,

Fabian

[Mickaël Orsolino]

Hi @Fabian Lim 

It's the case. We have 3 kind of approval during this workflow.

Yes I understand but the user involved in the ticket can't see this ticket. The person want to consult it. In the server version, we were able to do that.

Thank you in advance for your help.

Regards,

Mickaël Orsolino

[Bhaargavi Natarajan]

Hi @Mickaël Orsolino 

I think you are running into the behavior described here:

https://jira.atlassian.com/browse/JSDCLOUD-11422

[Mickaël Orsolino]

For information, We have just applied the concerned workaround: https://community.atlassian.com/t5/Jira-Service-Management-articles/The-remaining-approvers-lose-access-when-the-ticket-is-approved/ba-p/2113646