Using Keychain Custom Fields for Jira Service Management Customer Portal Approvals

The custom field type introduced by Keychain - Delegation for Jira behaves pretty much like any other multi user picker of Jira. So you can use these fields for running approvals in JSM Customer Portal.

Normally you would configure JSM portal approvals to use a conventional Jira multi-user-picker custom field. When you want to include delegates for approvals, you configure a Keychain field that uses the conventional Jira multi-user-picker field as its source and you configure the JSM portal approval to use the Keychain custom field to get approvers.


In order to use Keychain fields in JSM portal approvals ...

  • Create a Keychain custom field and configure it to display the delegates you need
    • Make sure you check "Include source user(s)" checkbox while configuring the Keychain field.
  • Configure the portal approval workflow step and use that Keychain custom field as its source for Approvers


For details about configuring JSM custom portal approvals, see the Atlassian document below:

Granting Approval Permissions to Delegator and Delegates together

JSM customer portal approvals allow the use of only one user picker field to define approvers. If you want both delegators and delegates to be able to approve, that single field option might present an obstacle.

To work around the problem, you can use the Include source user(s) feature of Keychain custom fields. This feature makes the Keychain custom field display delegators and delegates together as its field value. If you configure the approval to use this field, you can grant approval permissions to both delegators and delegates.

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