can this addon accomplish customer approvals with service desk?

our customer approves up to 1 hour of work per submitted service desk ticket. after that we have to estimate additional time required. We would like to see if we can incorporate that into a workflow.

1 answer

The add-on accomplish customer approvals with jira service desk via the customer portal or email.

As first, you need to configure an Approval mapping so to require that customer (Reporter?) approves the estimated time to enable the issue to transition to the next status.
You can optionally setup the automatic issue transitioning on reached approval, so that the ticket automatically moves in the next status if the customer approves the estimated time.

Your customer will be able to approve/reject by:
- replaying to an approval request via email
- adding an Approval comment to the ticket.

You can review how to setup the Approval reply via email and what you can expect when applying this setting on the following pages:
+Approval via email set up+
https://chicago.herzum.com/confluence/display/HAP/HAP+-+Mail+System+Configuration
+Approval via email - User guide+
https://chicago.herzum.com/confluence/display/HAP/Notifications+via+e-mail

You can review how to setup the Approval reply via comment and what you can expect when applying this setting on the following pages:
+Approval via comment set up+
https://chicago.herzum.com/confluence/display/HAP/Notify+approvals+via+comment+%28NAC%29+global+setting
https://chicago.herzum.com/confluence/display/HAP/Add+an+Approval+Mapping
+Approval via comment - User guide+
https://chicago.herzum.com/confluence/display/HAP/Approval+notification+via+comments
https://chicago.herzum.com/confluence/display/HAP/How+to+manage+the+approval+via+comments

Please, let me know if I can be of further assistance.

Regards

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