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In my workflow, I have two approval steps :
- Validation of 1 person
- Validation of 1 person in a group of 2 people
When the approvers accept the ticket and they want to watch it after, they can't access to the ticket with the following error message :
Can you help me ?
Same issue here. Approver has no permissions to view an approved ticket.
When a user requests a hardware device, some options (mouse, keyboard, headset, etc.) are automatically approved with an automation rule.
The approver gets an approval notification (I don't mind that), clicks on the link "View Request" and gets a message he has no permissions to see the ticket.
Hey @Paul Gautier, how did you configure the service project permissions for the approvers? Try to use the permission helper to select the specific user, issue, and permission to see what comes up! :)
The customer access is not enough as far as I know but the users will need actual access to the project. So not just the customer portal but the backend in Jira (= Browse Projects permission at least). They don't need to be an agent and consume a Jira Service Management license but they should be what is called collaborators (see What users and roles are there in Jira Service Management?).
So they need a licence to see the ticket in the customer portal ?
But one of the approvers is a field in a customer portal and I would like that only this customer see this ticket, not all the other ticket in the project. The only way is to add them as a participant in the ticket ?
To be watchers, they need at least a Jira license and the necessary project permission. To be a request participants, they only need access to the customer portal, but they will only receive customer notifications. So depending on what you want to achieve and the approvers to be able to see (like internal comments), you have to select the preferred solution.
This is indeed strange behavior. When you have 2 Approvers and 1 Approval needed
They both see it to approve it, but after it is approved, they receive an Error - You do not have permission to view this request
This does not make much sense and we definitely do not want to license every customer, just to see the ticket he approved in the customer portal.