Approvers can't access to the ticket after approval

[Paul Gautier]

Hi, 

In my workflow, I have two approval steps : 

- Validation of 1 person 

- Validation of 1 person in a group of 2 people

When the approvers accept the ticket and they want to watch it after, they can't access to the ticket with the following error message : 

Can you help me ?

Best regards,

Paul 

[Roy Lansink]

Same issue here. Approver has no permissions to view an approved ticket. 

Situation: 

When a user requests a hardware device, some options (mouse, keyboard, headset, etc.) are automatically approved with an automation rule. 

The approver gets an approval notification (I don't mind that), clicks on the link "View Request" and gets a message he has no permissions to see the ticket. 

[Max Foerster - K15t]

Hi @Paul Gautier, can you please add the screenshot again? Best, Max

[Paul Gautier]

Hi @Max Foerster - K15t

[Max Foerster - K15t]

Hey @Paul Gautier, how did you configure the service project permissions for the approvers? Try to use the permission helper to select the specific user, issue, and permission to see what comes up! :) 

[Paul Gautier]

Hi @Max Foerster - K15t

Thank you for the answer and the tip "Permission helper", very useful.

Can you tell me what permission should I select to see if the user can juste see the ticket in the customer portal ? :)

Paul

[Max Foerster - K15t]

The customer access is not enough as far as I know but the users will need actual access to the project. So not just the customer portal but the backend in Jira (= Browse Projects permission at least). They don't need to be an agent and consume a Jira Service Management license but they should be what is called collaborators (see What users and roles are there in Jira Service Management?).

[Paul Gautier]

So they need a licence to see the ticket in the customer portal ? 

But one of the approvers is a field in a customer portal and I would like that only this customer see this ticket, not all the other ticket in the project. The only way is to add them as a participant in the ticket ?

[Max Foerster - K15t]

To be watchers, they need at least a Jira license and the necessary project permission. To be a request participants, they only need access to the customer portal, but they will only receive customer notifications. So depending on what you want to achieve and the approvers to be able to see (like internal comments), you have to select the preferred solution.

[Paul Gautier]

Ok, thank you for the answer. But I don't understand why they can see the ticket when they have to approve (or not) the ticket and after the action (approve or decline), they can't see it ?

[Patrick Chen]

I have the same problem. I have Approver who do not have JSD/JSM licenses, who are in the Service Desk Customer project role, who should be able to view a ticket they are an Approver for, after it's been Approved. 

[Ilia_Dimitrov]

This is indeed strange behavior. When you have 2 Approvers and 1 Approval needed

They both see it to approve it, but after it is approved, they receive an Error  - You do not have permission to view this request

This does not make much sense and we definitely do not want to license every customer, just to see the ticket he approved in the customer portal.

[Shawn Smith]

Did anyone find a solution or a reason why this is the default permissions? This happens also if the ticket is rejected.