Allow customers to approve or submit forms.

[Raoul Hofmann]

Hi,

I've got form workflow that I'm trying to migrate away from Drupal forms and I'm not entirely sure how or even it its possible in Jira.

Essentially a customer (in this case an employee) submits a form, this form needs manager approval before the service request gets created and once it's been approved a service request is created. So how it's been working with the old forms is that once the form has been submitted an email is sent with either another form which the manager needs to fill with additional information or an action check option (like the second picture). 

The issue I'm facing is that the manager are not licensed users, the only licenced users in the system are the ICT team members and we would not want to change that as managers only need to do this process and wouldn't need to do anything else within Jira.


Thanks

[John Funk · Accepted solution]

Hi Raoul - Welcome to the Atlassian Community!

You can add the user as a Customer, which does not require a license. Then you can use the built in Approval function of JSM to let the user approve. Just use the Approvers field as the field to do the approval, and populate the user into the Approvers field - either when the issue moves to that Status or prior (but after any other approvals that need to happen first). 

So basically, the Approver does not have to have a license if you follow that process. 

[Raoul Hofmann]

Hi John,

Thank you for the quick response. I thought I had already tried that approach, but it was only allowing me to select licensed users. I must've done something wrong, I'll give it another go.

[John Funk]

I typically add the users to that field through an automation rule. But you should be able to manually add them also - as long as they have a customer account on that project. 

[Raoul Hofmann]

That seems to work as intended, thank you again.

[John Funk]

Great! Glad to hear.