We would need the comments to be recorded while approving or declining. A must feature.

We need to enforce comments on decline transitions, this feature is a must!

+1

Ok thank you for the suggestions  

I think most of this work is being tracked here: https://jira.atlassian.com/browse/JSDCLOUD-6989

A workaround is just not to use the Approval step in the workflow.

You can achieve the same thing by using validators to restrict the approve or reject transitions to whoever is set as the approver. If the approvers are licenced you can also make a screen pop up for them and gather required fields etc. You can also use automation to trigger a mail to the approvers to let them know where you can also add additional context with custom fields that would not be included in the default Approval notification.

It doesn't show the approval history in the tab but it does record the history of approvals in the audit.

Hi @jehan is there any work around anyone has come up with this yet? I haven't found anything in my search. Maybe some Jira automation or something custom from Scriptrunner to allow my transition screen to pop up? I want this to set a comment as required if a request is denied from the Agent.

Thank you

Brittney

Hey Jehan,

Since July I'm assuming that we've gone into the next quarter already? So can you please provide an update on whether implementing this will be added to the short term roadmap?

I'll reiterate my comments from the linked ticket: Ability to display screens on Approve/Deny Service Desk Transitions

Hey Jehan,

I completely disagree with your statement that screens / validators not showing / working is considered to be expected functionality?!

I think that it's a bug because the workflow editor gives the admin configuring a workflow the option to add a screen and validators to an approval transition...  So they do... And the expected behavior is that the screen shows up and the validator works, but it doesn't.

I haven't been using JSM long enough to know if this ever worked (geniunely curious), but I suspect that screens and validators are ignored to allow users to Approve / Deny via e-mail whether they're signed in or not.

To address the bug I think there are x2 options:

1. (NOT PREFERRED) Update workflow editor
   • Remove the options to do add screens and validators to approval transitions in the workflow editor
   • At least it would stop admins from adding screens and validators that would never work
2. (PREFERRED) Ensure that screens pop up + validators actually work
   • Customer Portal - Changes needed to support this
     • It already pops up with a comment box on some transitions
     • Adding a customisable screen to allow customers to update more fields would be handy
     • Add validation
   • Customer notifications - Approval required - Security settings
     • At the moment this gets applied to all approvals whether they have screens / validations associated or not
     • We'd need to be able to set this security setting per approval step
       • Approvers must be signed in to use 'Approve' and 'Declined' buttons
       • Approvers can use 'Approve' and 'Decline' buttons without being signed in
       • Don't show 'Approve' and 'Decline' buttons - approvers must select 'View request', sign in, and approve or decline from the request view
   • Agent view
     • This is probably the least amount of work
     • Just make it work like any other transition that has screens / validators applied

I'm that glad you see it as a valid and useful use case but honestly this is how everyone expected it to work in the first place.

Happy to discuss it further / demo this.
Dave

Understand that Atlassian marked this as an expected behavior.

Please consider about following scenario as well.

• Request which not only needs approval with just a comment, it may also requires to complete and submit the opened form before it got approved/rejected.

"This is the expected behaviour of the product where approvals essentially override workflow validators in favour of the approval configuration."

Please update the Atlassian documentation to reflect this new information.

Thank you.

@Jehan - "This is the expected behaviour of the product where approvals essentially override workflow validators in favour of the approval configuration."

I have trouble imagining a scenario where this could be useful. Can you please provide a Use Case where this would be applicable?