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Add comment box when declined by approver jira service management

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 workflowimage.png

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

2 answers

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 

So unless it's implemented, or you buy a plugin this it not possible to achieve

Hi @ginxx009 

Seems to me that you implemented everything that you need. 

What is not working exactly?



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

Jack Community Leader Jul 12, 2021

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?


what validator should I use?

I guess this is the missing part the validation

Jack Community Leader Jul 12, 2021

Field required

but even without you should get the “Reason screen” to appear. Is that happening?

It is not appearing , By the way I am doing the approval/decline on the customer side 

Transition Screens never appear on the customer side of the portal

Even on the admin side it's not appearing I don't know what's happening now .

Jack Community Leader Jul 12, 2021

@Jonas Ekström , where did I miss that @ginxx009 aisle asking about portal? Of course you are correct here.

@ginxx009 , are the approvers “customers” or “agents”. Are the approvals done in the application or the portal?

the approvers are also the customers and it is done in the portal(customer side)

Jack Community Leader Jul 12, 2021

Then Jonas has provided you with the answer. It is not possible OOTB to do this.

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