I have some issues with approvers on Jira Service Desk, sometimes when i select a partner as an approver they can see and approve the ticket and some times they cannot see the ticket.
You have an incorrect project/issue access configuration for the users that can't access. Use the Permissions Helper to identify if the blocked Approvers have the browse permissions; my guess is that they do not have it. This means they will need Customer access or Agent access in some form.
This is because a user can be added to an approver's group if that user exists in Jira; but that doesn't mean they are licensed for JSM, granted access to the project in the permission scheme, or affected by issue security.
Customer access alone is not enough to be an approver. The user must be in the approver field and all other access/permission configurations must allow them to see the ticket. This includes issue security, organization access/permissions, and any number of custom configuration items that could be in place. Please review your particular configuration for conflicts resulting in your problem and/or report additional details that may allow the community to assist. Cheers!
Hello Atlassian's, This post will be a useful and valuable starter guide for new joiners into the team: https://community.atlassian.com/t5/Jira-Cloud-Admins/Atlympics-Jira-Cloud-New-joiner-st...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events