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  1. Jira Service Management Data Center
  2. JSDSERVER-4789

Screens on Approve/Deny Service Desk Transitions do not appear


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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Atlassian Update – 3 April 2023

      Hi everyone,

      We’re excited to let you know that we have shipped Comments for approvals in Jira Service Management Data Center 5.7 (20th March 2023).

      Approvers will now see a transition screen after they select Approve or Decline on a request. They can leave a comment explaining their decision on the new screen. In this release, the transition screen will appear when approving requests in the customer portal and the agent view.

      Commenting on approvals comes with an extra perk—making the comments required. Jira admins can access new settings when editing or adding approval steps in workflows. By selecting the Comment required when approving and Comment required when declining checkboxes, you’re guaranteed to get some important input from approvers.

      Whether it’s an explanation of why a request is declined or additional evidence needed to support an approval that you need to keep track of, comments from approvers will improve the approval processes in your organization.

      Please also note that the upcoming 5.8 version will allow approvers to add attachments to the comments that they leave when they approve or decline a request. We’re also adding new audit logs to help you track any changes to your approval workflow.

      Learn more about configuring approvals in Jira Service Management

      Kind regards,

      Charlie Marriott

      Jira Service Management Data Center

      Issue Summary

      If a user is using a Service Management project that has a workflow that has a screen on the transition event, the screen does not come up.

      Steps to Reproduce

      1. Create a service desk project of type IT Project.
      2. Create a new Screen Approve
      3. Add any field to the screen.
      4. Modify the Change Workflow.
        • This by default has the approve/deny transitions.
      5. Add the screen created to the approve and deny transitions.
      6. Publish the workflow and reindex JIRA.
      7. Create a new issue in JIRA service desk(portal or UI).
      8. Attempt to approve or deny the issue.

      Expected Behavior

      JIRA would show you the workflow screen you configured to allow you enter expected values(e.g. Comments).

      Actual Result

      JIRA would automatically perform the transition without the screen ever showing up.

            cmarriott Charlie Marriott
            ijimoh Ismael Olusula Jimoh (Inactive)
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