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Add comment box when declined by approver jira service management

ginxx009

Hi guys I just wanted to ask if how can I achieve this :

Scenario : Rejected -> Show Comment Box ( Reason why rejected )

Currently I have this workflow

the "FOR REVIEW" workflow when it is declined it will automatically go to close which is correct but before I want it to be close it needs to give the reason why it was rejected .

So far what I did is this

created a screen and add a custom field (Multiline) and do it like this

and implement it inside the declined like this

I need an assistance regarding on this matter . Thank you very much . Godbless

Accepted answers

Jonas Ekström

From the workflow configuration "Screens don't display on the customer portal. You can set a resolution for requests that customers transition."

There's an open feature request to add the option to have comments on approvals, which is a different thing than displaying a screen on a customer portal enabled transition
https://jira.atlassian.com/browse/JSDSERVER-4922
https://jira.atlassian.com/browse/JSDCLOUD-4922

So unless it's implemented, or you buy a plugin this it not possible to achieve
https://deviniti.com/support/addon/server/actions/latest/approvals-with-comments/

All comments

Dave Bosman _Inetum_

Hi @ginxx009

Seems to me that you implemented everything that you need.

What is not working exactly?

Regards

Dave

ginxx009

The Reason Screen that I newly created doesn't work . It won't appear after I declined the request

Jack Brickey

does the reason screen include the “reason” custom field? Have you made the “reason” custom field required via transition Validator? Have you published your changes?

ginxx009

what validator should I use?

Jonas Ekström

David Hopkins_vdbepk

Use and automation with the approvals trigger and an if/else statement where IF uses the query "Approvals[Approvals]" = approved(). You can then set the resolution to whatever you want as long as the resolution value has been created

The else statement can then just have an action to set the resolution to a different value

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