JSM - Enabling Customer Approval for Support Portal

Description

Enable customers on JSM to be approvers. https://developer.atlassian.com/cloud/jira/service-desk/customer-portal/#request-view-panel\


Based on customer support request

Customer should be capable of viewing and approving approval path.

We can display approval path panel in Customer portal view:
https://developer.atlassian.com/cloud/jira/service-desk/customer-portal/#request-view-action

We should add option to approval definition:

✅ Available for JSM Customers

If selected, then customer can view this approval.

This option should be visible only in Approval Path for Jira, not Approval Path for Confluence.

We do not need additional “Customer“ step, “Issue field step” can be used, reporter field.

Related:

  1. Notifications
    When we send “Call to action” notification to Jira user - we include special link to approve.
    This link will open approval panel popup.
    We should handle same as for regular Jira user.
  2. When to display Approval Panel in Jira view?
    Only if there is approval that is accessible for Customer - we should display approval panel.
    We could Jira expression condition and Jira issue property to enable/disable panel.
    This wont work reliably. For now, we can always display panel. If no approvals are visible for user panel should have 0px height.
  3. Approval Panel create/filter (search)
    Approval Path panel have filter view,
    Customer should be capable of viewing only approvals that are “Available for JSM Customers”
    Create functionality can be handled via regular Jira permission schemes, but Customer should be capable of starting only approval that are “Available for JSM Customers”