how does the customer approved in jira service desk?

[Marcus Lum]

My workflow is all set with the customer as the approval, but when i login as the user, it does not prompt the user to approved or decline, & the user email does not received notification as well.

[Tansu Akdeniz]

Hi @Marcus Lum,

Welcome to the community.

The following links may guide you.

• https://confluence.atlassian.com/adminjiraserver/configuring-jira-service-desk-approvals-938847527.html
• https://confluence.atlassian.com/servicedeskserver/setting-up-approvals-939926369.html

[Marcus Lum]

Hi Tansu,

Those steps i have already tried but it doesn't work as the customer does not have any place to approved or decline & also no email notification is sent out to the customer as well

[Tansu Akdeniz]

Can you please send the screenshot of the workflow in diagram mode? 

Please be sure that;

1. You added an approval mechanism for your status in workflow.
2. Than configured custom field for approval and selected destination status for approve and reject.
3. In service desk issue, you added this customer to the customfield you selected in step 2.

Also please provide a screenshot from the portal issue.

[Marcus Lum]

Hi Tansu,

I think i found the root cause of the issue, when i create a new ticket, the "Request type:" field is blank with ! in red. i think there is a bug in this, only when i manually assign it, the customer can see.

[Tansu Akdeniz]

Yes. If there is no matching request type, it won't be visible in portal.

[Marcus Lum]

How do i fix it? because the customer portal i have already tag it to the right issue type, and the issue type is to 2 different workflow.

Below is the picture of the error & also when i create a new ticket the error also shows as shown below.

[Tansu Akdeniz]

The screenshot you provided belongs to a create issue interface of a jira, not a jira service desk. Please create an issue from service desk portal JIRA_BASE_URL/servicedesk.

https://confluence.atlassian.com/get-started-with-jira-service-desk/create-service-desk-request-types-917968307.html