How to provide access to customer to the project to create requests and approvals

[Pavan GE]

Hi Team, 

As per the below diagram, the issue is missing approval in Business Approval stage. 

When requestor raised request, it goes to "Business Approval"(Customer) and there whoever part of the group member they can view the request in their approval queue and they approved the request and it would reach to "Genpact FAP REVIEW" stage. 

Now member of the Genpact FAP Review(Agent) group, can able to see it and if they  send it back to 'Business Approval(Customer) stage, from Genpact FAP Review, then the Business Approval(Customer) wont be able to view the request in their approval queue in customer portal. 

So, Cold you please check and advise us on the below scenario to fix the issue. 

Can anyone advise me on this ticket on priority? 

[Joseph Chung Yin]

@Pavan GE -

In JSM (by default) - Customers (requesters) can only have rights to create issues in your projects via the portal.  They don't have the ability to approve the issues (meaning the rights to edit issues because it will requires Agent license for it.  

It is my opinion on what you are looking for may not be feasible unless you grant Agent license which carries a license costs to your organization.

Sorry.

Best, Joseph Chung Yin

[Pavan GE]

Hi Chung, 

As per the below diagram, the issue is missing approval in Business Approval stage. 

When requestor raised request, it goes to "Business Approval"(Customer) and there whoever part of the group member they can view the request in their approval queue and they approved the request and it would reach to "Genpact FAP REVIEW" stage. 

Now member of the Genpact FAP Review(Agent) group, can able to see it and if they  send it back to 'Business Approval(Customer) stage, from Genpact FAP Review, then the Business Approval(Customer) wont be able to view the request in their approval queue in customer portal. 

So, Cold you please check and advise us on the below scenario to fix the issue. 

Request ID:

https://freightit.atlassian.net/servicedesk/customer/portal/39/IFBR-784

[Pavan GE]

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[Bharat Kumar Bondalapati]

Hi @Pavan GE Do you require customers to be able to raise new requests? And also the same customer to approve requests?

Let me know.

[Pavan GE]

Suggest me,

1. If same customer can able to approve the request how to setup

2. Except the requestor the other customers need to approve in this scenario how to setup? 

[Pavan GE]

Statement is:

1. When 'X' raised request,

2. 'Y' can view the request in his approval queue, and he needs to approve/cancel from Business Approvers stage. 

3. Z can able to view the request in his approval queue and he needs to be approve/cancel/send back from HICX approval stage.

4. If Z send back to Y, then Y can be able to view the request in his approval queue. 

I hope you might understand the requirement with the above example. If yes, please suggest me. 

[Bharat Kumar Bondalapati]

Go to your project settings > workflows > edit workflows.

1. Click on the status you want to have the approval step

2. Check Include approval step > edit and configure as follow

3. Click next > select to which status you would like to tranit when approved or declined. Here if you do not want requester(reporter) to approve, select reporter in exclude option. Similarly, if you want requester(reporter) to approve, then leave the exclude option blank.

Let me know how it goes.

[Pavan GE]

Hi Bharat kumar, 

As of now, we have achieved till HICX approval stage that means. 

When X raised request, Y can able to view it in his approval queue and once Y approved it from his end request moving to Z's approval queue. 

Now when Z want to send back the request to Y, then Y wont be able to view the request in his approval queue. 

So, please advise us. 

[Bharat Kumar Bondalapati]

For this, create an automation to assign to same approver when moving back request to Y. Y should then be able to view the request in approval que.

[Pavan GE]

Hi Bharat kumar, 

I have strucked several workflows in this stage only. I am attaching another workflow for your reference. 

From the below workflow, when requestor raised request it should goes to Business Approval. 

If Business approval team wants to send back to Request Creation team, the request creator wont be able to view the request in his approval queue. 

So, could you please check and advise why the requestor wont be able to view it in his queue? 

[Bharat Kumar Bondalapati]

Will it be possible for you to get on a zoom call?

If yes, please create a meeting link and share it with me on vbharatkumarb@gmail.com and I shall help you. I am able to see same statuses twice here.

[Pavan GE]

Is there any other option to connect with you on this? as an organization account i cant setup a zoom call to your personal mail id. 

[Bharat Kumar Bondalapati]

Please send me google meet invite from your personal gmail. Is this possible?

[Pavan GE]

yes i am trying to connect. can we connect through anydesk?

[Pavan GE]

i sent meeting invite through google meet

[Pavan Kumar Tatavarti]

Hi Bharat, 

If possible, can we connect now for few mins to get it fix another issue similar? 

Thanks, 

Pavan Tatavarti.

[Pavan GE]

Hi Chung, 

As per the below diagram, the issue is missing approval in Business Approval stage. 

When requestor raised request, it goes to "Business Approval"(Customer) and there whoever part of the group member they can view the request in their approval queue and they approved the request and it would reach to "Genpact FAP REVIEW" stage. 

Now member of the Genpact FAP Review(Agent) group, can able to see it and if they  send it back to 'Business Approval(Customer) stage, from Genpact FAP Review, then the Business Approval(Customer) wont be able to view the request in their approval queue in customer portal. 

So, Cold you please check and advise us on the below scenario to fix the issue. 

Request ID: 

https://freightit.atlassian.net/jira/servicedesk/projects/IFBR/queues/issue/IFBR-784

[Pavan GE]

Any update Bharat on the above issue? 

[Bharat Kumar Bondalapati]

This is a similar issue we discussed on the call the other day. Please use automation like we did the other day and it will work.

All you have to do is to update the Approver Group.