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approval buttons on customer portal Edited

Hi all,

I come back to this topic, because, still not solved (previous request was

to give more information, I have only one workflow, one issue type , and the customer request type depends of a Select custom field value.

for 3 / 4 of customer request types, buttons appears correctly (I can see by login as approvers on customer portal). But for a certain type of Customer Request, buttons never show. (I'll try to change the customer request type, recreate one...)

I'm really disturbed because I use only one workflow, I checked the custom field used for the approval, and it's correctly set.


after some search, the XML of ticket generated by webhook didn't provide any information.

moreover, I see in a ticket where button appears that a section is visible.

<div class="cv-web-panel" data-key="com.atlassian.servicedesk.frontend-webpack-plugin:portal-approval-action-web-panel">

<div id="portal-approval-action-web-panel-root" data-payload="{&quot;approvalId&quot;:501}" class="sd-adgs-feature-flag-m1">
<div class="js-portal-approval-action cv-portal-approval-action" data-approval-id="501"><h4>Your approval</h4><form class="aui"><button class="aui-button aui-button-primary js-approve-approval" type="button" resolved="">Approve</button><button class="aui-button js-decline-approval" type="button" resolved="">Decline</button><span class="cv-sd-status js-status"></span></form></div>


For the customer request type where button are not visible, (of course), this section didn't appear. So how this part of code is supposed to appear ?


any idea ?


2 answers

0 votes
Jack Community Leader Dec 08, 2020

Hi D X,

so you are saying that all request types are associated with the very same Issuetype? And if you go to the customer portal and click on the lozenge in the upper right and select approvals some show and some do not and those that do not are of a specific request type?

Hi Jack,

thanks for your quick feedback.
Clicking on Approvals with my account shows all kind of request type without exception.
Connecting to the user that should approve shows also the ticket when clicking on "Approvals" Lozenge under "Requests". But clicking on it will not show the buttons :(

In addition, I enable the Customer notification when approvals is needed, and add Approvals button into mail content. I will check with users on next kind of ticket if he's able to approve via email.



Hi Jack,

I confirm the button disappear only on specific issue type. Indeed, the same person see the button and can approve in another request


0 votes

Hi D X,

Thanks so much for your question.

Customer request types are mapped to issue types and issue types are mapped to workflows.
So if approval on customer portal works for one customer request type it should work for others linked to the same issue type.
Have you checked the approval documentation if you can find the solution to your issue -

For us to help you more, can you give us an example setup (preferably with screenshots) of the customer request type for which the approval buttons are not visible.

Thank you,

Jira Service Management

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