Unable to approve ticket from service desk queue

[Manmohan Anand]

Hey Jira Pros,

I have a jira service management project to approve the deployments. The approval works fine from service desk portal and from the issue view of the tickets.

But when I am in the service desk queue, it doesn't let me approve saying "You don't have permission to transition the issue". I am the admin of the project and have all the permission to edit, delete, create, transition permission of the project.

I have no problem in approving it from the issue view or service portal, but if you have a lot of tickets in the queue then it becomes a little challenging to open the request separately to approve them one by one.

Any possible solution for this use-case?

[Marc Koppelaar]

Hi @Manmohan Anand 

Are you also a member of the role Service Desk Team (are you an agent).

This as you can be an admin on the project, but if you don't have this default role, you can't approve or excute any action on project issues

[Manmohan Anand]

Hi @Marc Koppelaar I am added as a agent as well as a customer.

[Marc Koppelaar]

I would look at the workflow to see what the setting on the approval step are.

[Manmohan Anand]

@Marc Koppelaar here is the workflow. The auto-transition are used to skip the approval via automation in case the approval are not required as cross-pod and product approval are not mandatory.

[Marc Koppelaar]

What are the details on the approval step of the POD LEAD status approval and are there also any validators or conditions on any transitions incoming or outgoing form that status?

[Manmohan Anand]

@Marc Koppelaar 

no validators or conditions on any incoming and outgoing transition. everything is setup as jira default.

[Manmohan Anand]

@Marc Koppelaar I am facing this issue on QA approval as well and it's not specific to POD lead approval. 

[Marc Koppelaar]

So on the issue are you set as the Cross Pod Approver?

Are there any conditions or validators the transition "ALL" to status "Deployment Rejected" or the transition "Cross POD Approved" and what about the "auto transition" transition

Because the last transition is not in the approval and could cause the issue not approving from the portal

[Manmohan Anand]

I am marked as a QA & POD lead approver. There are no conditions or validators for the transition ALL --> Deployment Rejected (or Cross POD Approved) status. 

The auto-transition are used to skip the approval via automation in case the approval are not required as cross-pod and product approval are not mandatory.