How to create approval workflow on a subtask where I can't set a request type?

[Nancy Bonanno]

So I'm trying to create an approval workflow on a subtask on a service desk (SERVER).  When the user clicks GET APPROVAL transition on the subtask, I successfully retrieve the manager from LDAP and insert him into APPROVERS.  I've configured and enabled the "Customer Notification" for approval to email to APPROVERS.  But no email shows up.

I have read that "Customer Request Type" must be set to use that Customer Notification.  But I can't seem to set "Request Type" in this subtask.  Any suggestions?

[Corey Needham · Accepted solution]

Hi @Nancy Bonanno 

Based on the below documentation and my experience I don't believe it is currently possible :

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-sub-tasks

Subtasks seem to be backend only and have no customer interaction available.

There is this feature request that you can vote for and watch:

https://jira.atlassian.com/browse/JSDSERVER-1422

I hope that helps!

[Nancy Bonanno]

Ok, thanks.   I'll just make a post function that sends an email and directs them to a ticket, I guess.

[Corey Needham]

I havent tested this, but I imagine you will run into issues if your approver isnt a "Service Desk Team" member on your project.

Without a "request type" there wont be a portal view available to them if they are just a customer, so they may not be able to view the subtask.

Just a heads-up

[Nancy Bonanno]

Grrr.  I bet you are right!  So there is no way for someone to approve an action from a sub-task?  I guess I can get the approval before the subtask is created, then create the subtask...blech.

[Corey Needham]

Correct, I do not believe so.

It may require some in your workflow to move the approvals before sub-task creation but I would wager thats the cleaner route.

Also, IDK how you are generating you sub-tasks now but the Project Automation Atlassian added recently to Software and Servicedesk  makes generating your subtasks automatically fairly straightforward without any addons, or post functios.
Refrence:https://www.atlassian.com/software/jira/guides/expand-jira/automation