NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Currently for approvals you are able to select custom user fields as approvers, however you are not able to use the reporter field as a user field for approvals. It will be nice to have the ability to use reporters as approvers for the approval functionality.
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JSDSERVER-53 As an admin I want to allow Reporters to accept a resolved request before closing it
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[JSDSERVER-3729] Adding the possibility of setting the 'Reporter' as a default value for hidden Approvers
This would be mega useful. We use Jira for equipment loans and we end up having a duplicated field in order for the loanee to approve the terms and conditions.
Hi,
Could you please also consider that the reporter of a request in some cases could also be the approver (currently the reporter can't add himself to field 'Approvers' in the customer portal).
Use Case: This is necessary if a customer needs to approve a requested 'New Feature' after the Service Desk has provided an effort estimation.
Ronny Hulthin
added a comment - +1
Its quite amazing - it should be the single first option being made available for the approver list. Is there anyone doing QA on features when they implement them?
Vote added - but that vote should really be unnecessary.
It being missing and you needing to do a workaround for adding it is just terrible - especially when you have different strategies for different service desk projects (customers) where for some you have a fixed contact at the customer and only that person is to do approvals while for other customers you have a customer where they want it so that the reporter should also be granted the possibility to approve. Its painful to do workarounds on workflow level when you have a strategy of sharing workflows as you want your workflows to be the same regardless of customer - its the setup for the customer that differs, not how we work the cases internally.
Ronny Hulthin
added a comment - +1
Its quite amazing - it should be the single first option being made available for the approver list. Is there anyone doing QA on features when they implement them?
Vote added - but that vote should really be unnecessary.
It being missing and you needing to do a workaround for adding it is just terrible - especially when you have different strategies for different service desk projects (customers) where for some you have a fixed contact at the customer and only that person is to do approvals while for other customers you have a customer where they want it so that the reporter should also be granted the possibility to approve. Its painful to do workarounds on workflow level when you have a strategy of sharing workflows as you want your workflows to be the same regardless of customer - its the setup for the customer that differs, not how we work the cases internally. This is so logical that I'm amazed it was't delivered as part of the original feature set.
Tim Duly
added a comment - There is a workaround for this.
Add a post function to the 'Create Issue' transition in your workflow to copy the 'Reporter' field value to the 'Approvers' field.
Tim Duly
added a comment - There is a workaround for this.
Add a post function to the 'Create Issue' transition in your workflow to copy the 'Reporter' field value to the 'Approvers' field. Tim Duly
added a comment - This would be a useful feature as it would automatically mean that a reporter would have to 'approve' their own ticket. In the case of a service desk this is useful as tickets can get raised by the reporter. However, they may not be ready for the service desk to review. Adding this approval step allows the reporter to choose when the service desk should look at it.
A flow similar to below:
1. reporter raises ticket
2. reporter gathers additional information required to support the ticket (eg logs, docs, screenshots etc)
3. reporter than 'Approves' the ticket thereby highlighting to the service desk that it is ready for their review
4. Service desk team review the ticket
You could also use the reporter as the person who approves that the ticket is 'Done' (ie done to their satisfaction)
Tim Duly
added a comment - This would be a useful feature as it would automatically mean that a reporter would have to 'approve' their own ticket. In the case of a service desk this is useful as tickets can get raised by the reporter. However, they may not be ready for the service desk to review. Adding this approval step allows the reporter to choose when the service desk should look at it.
A flow similar to below:
1. reporter raises ticket
2. reporter gathers additional information required to support the ticket (eg logs, docs, screenshots etc)
3. reporter than 'Approves' the ticket thereby highlighting to the service desk that it is ready for their review
4. Service desk team review the ticket
You could also use the reporter as the person who approves that the ticket is 'Done' (ie done to their satisfaction)
Do we really need to copy the reporter to another field? It's annoying to create custom fields just for a workaroud.
Copy values from field A to B is also not possible with a standard Jira Service Desk without any add-ons.