Service Desk Portal \ Approvals: How to limit approval drop down to certain users?

I need to be able to restrict the approvals field in the portal to only show authorized people who can approve tickets.

Currently a user could raise a ticket and select anyone for authorization rather than their line manager.

I can see how to filter the list when it's hidden but this doesn't help as we have regional managers who look after their areas. 

1 answer

I worked it out myself.

  • Created a Project Role called Approvers and added line managers to this group
  • Created a custom field, Single User drop down and locked this down to the Project Role.
  • amended workflows and screens to use this custom field.

Tested and works as expected

Do not use Groups as 'Portal Only' Users are not allowed to be added to Group.



Hello @James Godbold

resurrecting this old topic:

Will the approvers in your case need a Jira Service Desk license or can you still use users without a license? 


the approvers do not need a services desk license.


I think since posting the process may have become more robust and this work around is no longer needed.

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