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Permissions to select approvers in Service Desk Portal


Hi Atlassian team,

we're evaluating the Jira Service Management since last week and we're already using Atlassian products since several years.

Today we've tried to setup a workflow with approval what basically worked fine. Unfortunally a Service Desk customer can't select approvers at the portal until he becomes a member of the groups jira-administrators and jira-servicedesk-users.

Could you please tell us, which permissions a "customer" user needs so he is able to see a list of possible approvers.

Is there even a way to define a user group that contains approvers? So a user at the portal will only see members of this group.

We would appreciate a reply! :)

Greetings from Germany,
- Systemintegration -
Realxdays GmbH


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Hi, the short answer is that the "Browse Users" global permission needs to encompass your unlicensed users too. Navigate to your Global Permissions page and grant the Browse Users permission to a group that contains your customer. You may have to create a group and then add your customers to this group first, though.

Also, you can configure your Approvers field to only show a list of users in a specific group. I recommend creating a new context for this field in your project that has this restriction, so that other projects get the full list. You can expand this field context to other projects too, if you wish.

Oh, and you also have to update the customer permissions in your service desk to allow customers to see other users.

Like Martin Menz likes this

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