I need a popup screen on a transition when a ticket is approved in Jira Service Management

[Sofia Grunspan]

Hi! I need to add a popup screen after a ticket is approved in Jira Service Management, I've added one in the transition "approve" but when the ticket is approved the screen doesn't appears. The screen is necessary because the approvers needs to fill a custom field when the ticket is approved and they asked me in that way.

Approvers have license so they can access to the ticket in Jira.

[Mikael Sandberg]

In order to show the screen you have to turn off the automatic transition. This would also mean that the approver first have to click on Approve and then transition the request to the next status.

[Mikael Sandberg]

There are a couple of suggestions to add a screen to the automatic transition, see JSDCLOUD-3855 and JSDCLOUD-13102.

[Sofia Grunspan]

Thanks I think it doesn't work because of this https://jira.atlassian.com/browse/JSDCLOUD-13102

[Seon Shakespeare]

Hi Sofia,

For approvers to see extra screens in JSM, they usually need to approve requests from inside the Jira project itself (the agent view), not the customer portal.

If they are already doing this, it might be worth double-checking your workflow and making sure that your screen update has been saved and published.

Hope this helps!

[Sofia Grunspan]

I've checked and it doesn't work, thanks!