Implement the ability to assign approval steps to internal Jira users who are not licensed as agents.
Allow approvers to be selected from individual customers, customer organizations, or custom fields, matching the flexibility of native Jira Service Management approvals.

For users not formally added to the Jira instance, introduce new approver selection options.
Since these users cannot receive native Jira notifications, configure custom email notifications to inform them of approval requests.

Accepted criteria

• Approval steps can be assigned to:

  • An individual internal user without an agent license

  • A customer organization (group approval)

  • A custom field value referencing customers

• Assigned approvers can cast votes from the customer portal

• Users without Jira access are notified via email

• Approval links point to the customer portal, not the agent interface