Troubleshooting

The inbox is empty

An empty inbox means no pending approval currently visible and answerable for the signed-in user in the configured scope. It is different from a loading or API error. Check the service project and request-type configuration, then refresh the portal page.

I cannot see a request I expect

Ask an administrator to confirm the service project and request type are enabled. Approval Desk does not elevate a customer or agent's native JSM visibility. If the request is not assigned to the signed-in user as an answerable approver, it will not be actionable here.

“Open request in JSM” does not open

Reload the request details and try again. The app uses the current service-desk id and the native customer-portal route. If the JSM request itself is unavailable to the signed-in user, use the support form with the request key and the exact message, without sending credentials.

The approval was already completed

The approval changed while the inbox was open. The app intentionally stops the old action and says This approval has already been completed. Refresh before taking any further decision.

A request says individual review required

Read the reason. It may be outside the configured scope, blocked by a Safe Bulk rule, no longer pending or unable to be evaluated. Open the request and use the individual action if the native JSM state permits it.

The bulk result is partial

Use the counts shown in the result: succeeded, already completed and failed. Refresh the inbox, then open only the remaining actionable items. Do not repeat the whole original selection without checking which decisions were already recorded.

Free limit reached

The monthly bulk limit applies to successful bulk decisions, not individual approvals. Continue with individual decisions or review the current Free and Pro limits.

Contact support

Use Contact support and include the Jira site URL without query parameters, Approval Desk version if visible, approximate time and timezone, request key or operation id and the exact on-screen message. Never send passwords, API tokens, credentials or unnecessary request content.