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Approvers cannot see tickets


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. 


2 answers

Hi Adrian,

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.


Hi Joshua,

The approvers already have Customer access.

Then they need JSM license to get access for approve tickets? Is not enough with the costumer access?

Thank you

Hi Adrian,

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!

0 votes
John Funk Community Leader Jun 17, 2021

Hi Adrian - Welcome to the Atlassian Community!

If an approver can see some tickets and not others there must be something different about the permission schemes used by the projects. Are the tickets on the same project? Are they different issue types?

Hi John

Tickets are in the same project and are the same type of ticket (Request with approvals).

Curiously the same user could see or not some tickets to approve also in the same Project and the same Type of ticket. 

John Funk Community Leader Jun 18, 2021

That's very strange. Is the user in different fields on the ticket? Like maybe as the Assignee or Reporter on one but not the other? 

What field are you using to identify the user as an Approver? And is their name in that field? 

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