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How to add Approver from outside of Security Level for Jira Service Desk

Cristian Ionescu
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Feb 20, 2020

On some situations we need to have two or more security levels on a single project and that means that the issues are limited to a small group of users that can see them. The situation is a little bit different when you have a workflow with approvals and you need that persons outside your project to see the issues and after approve or reject them.

Basically the Security level is a predefined list of users or roles that can access the tickets.

If the people create a Service Request via Customer Portal and they input in the Approver field a user that is not defined in the Security Level this user will not see the Ticket and could also not approve/reject it since it is not defined in security level.


The Resolution is to Create a Custom Field/ Or Approver (the field must be single/multi user picker). After this you can add this Field as a dynamic field in Security Level.

With this field added in Security Level, the value added by the user on the creation of the ticket will also be present in Security Level and the Approver will see the ticket and could be able to do actions as Approve or Reject it.



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