Add comment box when declined by approver jira service management

[ginxx009]

Hi guys I just wanted to ask if how can I achieve this :

Scenario : Rejected -> Show Comment Box ( Reason why rejected )

Currently I have this workflow

the "FOR REVIEW" workflow when it is declined it will automatically go to close which is correct but before I want it to be close it needs to give the reason why it was rejected . 

So far what I did is this

created a screen and add a custom field (Multiline) and do it like this

and implement it inside the declined like this

I need an assistance regarding on this matter . Thank you very much . Godbless

[Jonas Ekström · Accepted solution]

From the workflow configuration  "Screens don't display on the customer portal. You can set a resolution for requests that customers transition."

There's an open feature request to add the option to have comments on approvals, which is a different thing than displaying a screen on a customer portal enabled transition
https://jira.atlassian.com/browse/JSDSERVER-4922
https://jira.atlassian.com/browse/JSDCLOUD-4922 

So unless it's implemented, or you buy a plugin this it not possible to achieve 
https://deviniti.com/support/addon/server/actions/latest/approvals-with-comments/

[David Hopkins]

Use and automation with the approvals trigger and an if/else statement where IF uses the query "Approvals[Approvals]" = approved().  You can then set the resolution to whatever you want as long as the resolution value has been created 

The  else statement can then just have an action to set the resolution to a different value

[Dave Bosman [Realdolmen]]

Hi @ginxx009 

Seems to me that you implemented everything that you need. 

What is not working exactly?

Regards

Dave

[ginxx009]

The Reason Screen that I newly created doesn't work . It won't appear after I declined the request

[Jack Brickey]

does the reason screen include the “reason” custom field? Have you made the “reason” custom field required via transition Validator? Have you published your changes?

[ginxx009]

what validator should I use?

[ginxx009]

I guess this is the missing part the validation

[Jack Brickey]

Field required

but even without you should get the “Reason screen” to appear. Is that happening?

[ginxx009]

It is not appearing , By the way I am doing the approval/decline on the customer side 

[Jonas Ekström]

Transition Screens never appear on the customer side of the portal

[ginxx009]

Even on the admin side it's not appearing I don't know what's happening now .

[Jack Brickey]

@Jonas Ekström , where did I miss that @ginxx009 aisle asking about portal? Of course you are correct here.

@ginxx009 , are the approvers “customers” or “agents”. Are the approvals done in the application or the portal?

[ginxx009]

the approvers are also the customers and it is done in the portal(customer side)

[Jack Brickey]

Then Jonas has provided you with the answer. It is not possible OOTB to do this.