Set Screen with fields to approver when he approve/decline an issue

[Tal Sabag]

Hi All :)

Is there a possibility to set a screen with fields to approver when he approve/decline an issue ?

My approvers are approving using the service portal, they are not agents in Jira Service Desk.

I Tried to add screen in the transition from 'Waiting for approval' to 'Approve', but nothing happens and not screen pops up.

Any way to make it work ?

or any workaround you can think of ?

[Hamza Chundrigar · Accepted solution]

Hi @Tal Sabag 

A couple of things: 

Customer transitions in the portal behave differently than other workflow transitions in your service project.

• At the moment with out of the box JSM functionality, transition screens don't display in the portal where your portal-customer is able to update the field data of the issue request type.
• Transitioning an issue from the portal ignores validators for the transition.

That being said, you could show transition buttons in the portal so customers can transition requests themselves. For example, if an agent shares a helpful knowledge base article with a customer, the customer can self-service the problem and resolve the request

As you may already know - you could also add an approval step to a workflow where it then basically allows you to determine:

• when an issue requires approval
• who needs to approve the issue, and who can’t approve it and;
• what happens when the issue is approved or declined

If what you’re asking for is that whether there’s a way to provide a “portal” only approvers/customers with the ability to set/update field data of the issue via a transition screen as they approve/decline the JSM ticket – then this is not possible at the moment and you might need to search for an add-on from the Atlassian Marketplace to accomplish this.

Side note: I’m not sure about what your exact use-case is here, so understanding that a bit more might help the community suggest a more appropriate path forward. That being said, if there are certain actions that need to be performed for an issue (i.e. updating a field on the ticket, generating a trigger to send an email, etc) after an issue is approved/declined and thereby transitioning to a new status – then you could look into configuring a workflow post-function that performs such automated actions for you. 

Best,

Hamza

[Tal Sabag]

Hey !

Thanks a lot for your response, it is very helpful, I didn't know about the option to let customers change transitions.

If I will try to accurate my needs - Basically, I want approvers will be able to update fields before they approve or decline.
Whether it will be done from a screen(which I understand is not possible) or from the fields located at the ticket view at the portal, or any other way this could work.

If this is possible using the portal by assigning the user(not approver) this could also work - I just don't want these users to log in the JSD.

Thanks !