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Customer Approval still open after it's been bypassed

alan_treston November 10, 2020

I have configured JIRA Service Management so there is a state of Resolved prior to a ticket being fully closed. When a ticket is set to resolved the customer is asked to approve or decline the resolution. If they approve it the ticket is sent to done and if they decline it gets sent to re-opened. 

If a ticket is with the customer for approval for 5 days without any feedback then we assume the ticket is resolved and set it to done. Unfortunately in this circumstance when the client looks at the ticket they're still requested to approve it even though we no longer need approval and the ticket is in the "Done" state. 

 

How do I remove the approval request from the ticket after having overridden the client approval? 

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