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No possibility to add approvers for client of my service desk

Hello to all,

I am still a neophyte on JSM and despite reading similar questions to mine on the community I unfortunately did not find any answer that could help me.

I have created an order form for new IT equipment within my Service Desk that requires approval from the supervisor (this could be anyone within my organisation).

When I fill in the form on the customer portal (I am an admin) I have the option to choose anyone in my organisation as an approver. However, when someone from my organisation wants to fill in the same form, there is no choice for them, no suggestion, even by typing in the field.

I must be missing something in context's custom field configuration (all the screens from my service desk are selected) to allow everyone in my organisation to choose someone as an approver but unfortunately I can't find it. I've been trying multiple configurations for two days now without finding a solution to my problem.

I am sharing screenshots of my problems so that the context is easier for you to understand.

Form :

Capture d’écran 2022-07-15 à 15.31.29.png 


Workflow : 

Capture d’écran 2022-07-15 à 15.34.05.png

Custom fields : 

Capture d’écran 2022-07-15 à 15.41.25.png


If someone find the solution, eternal gratitude towards this person haha !


1 answer

1 accepted

2 votes
Answer accepted
Mikael Sandberg Community Leader Jul 15, 2022

Check your customer settings, in order for the Forms to populate a users select field your customer settings has to allow the customer to search for customers within the project or org.

Screen Shot 2022-07-15 at 7.26.21 AM.png

I had the same issue with one of my forms until I made this change.

@Mikael Sandberg 


Hallelujah !!!


Sometimes, it's just under your eyes...


Thanks a lot !

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