Calling JSM admins: what approval / sign-off edge cases should I be testing for?

[Cahaba Forge]

Hi all,

Quick bit of honesty up front: I'm a heavy Jira Software user, but I've had limited hands-on time in JSM day to day, so I'm hoping to tap the real-world JSM expertise in this group.

I'm working on validating an approval / business sign-off capability against real-world Jira Service Management setups, and the practitioners here know the edge cases far better than I do.

For those who handle approvals or formal sign-offs in JSM today, I'd really value your take on where things get tricky:

• Agent vs. customer roles: how do you handle approvals when the approver is a customer/portal user rather than a licensed agent?
• Portal permissions: any gotchas with what portal users can and can't see or act on?
• Request types and workflows: which request types most often need a formal sign-off step, and how do you model it today?
• Audit and compliance: what do your auditors actually ask for (SOC 2 / SOX / internal), and where does native JSM fall short?

Disclosure:

I'm an independent Marketplace vendor (Cahaba Forge). I built a Forge app, Business Sign-off & Approval for Jira, that adds audit-ready approvals directly in the issue panel. It runs great on Jira Software, and it technically runs on JSM too, but before I officially tag it JSM-compatible on the listing I want to make sure it holds up in real JSM environments, not just my test site.

If anyone is willing to try it on a real JSM instance and share candid feedback, I'm happy to provide an extended free license for your site. And even if you don't want to test anything, your answers to the questions above would genuinely help me build the right thing.

App listing for context: https://marketplace.atlassian.com/apps/1071447603/business-sign-off-approval-for-jira?hosting=cloud&tab=overview

Thanks in advance for any insight!

Jim

Cahaba Forge