Custom form and workflow

[BP]

Basic question on a custom form and workflows.

If we had a team of support staff with service management accounts/licenses.

A custom form can be created.  To take outside user issues.  That do not need licenses?

An approver can be assigned.  Who does not need to have a license?  Is there a workflow that sends the approver an email to notify them of an approval?

Will the outside approver only get access to issues that are assigned to them?  Because of personal identifiable information in the issues?

thanks

[Esteban Diaz · Accepted solution]

Hi @BP , 

The users that can create a ticket trough the portal (form) do not requieres a license .. these kind of users are called Customers. 

A Customer can be added as an approver of a ticket and this Approver Customer will receive a notification and  can approve the ticket from the portal or even from a link embebed in the email.

These Approvers will only have access to the tickets their the were required as approver.

To accomplish this you will need to set up an special approval step in the workflow.

Here goes a link where you will find an explanation about how to set up approval steps:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/ 

I hope this has been useful to you.
I will be waiting for your comments. 😉

Cheers!

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

[BP]

Thank you.  This is very helpful.

[BP]

Hello I have a follow-up question.

Is the approver someone who the customer selects/enters?

Or is this part of a workflow that is built into the request type?

Such as "Request new hardware" always goes to vendor X person as the approver?

thanks

[Esteban Diaz]

Hi @BP , 

The approver/s could be entered by the customer in the form at creation time or you can designate them in a fixed way or even with some automation that may decide the proper approver/s based on some rules ....

Cheers!

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

[BP]

great, thank you