Jira Service Management approval workflows

[Seda Gülen Güzel]

As the IT department, we are planning to purchase Jira Service Management (JSM) to centrally manage change requests and project demands coming from other departments. Our goal is to establish a structured approval workflow.

The approval flow we would like to implement is as follows:

1. A key user from a department submits a change request form.

2. The form is first sent to the key user’s first-line manager for approval.

3. Then it is forwarded to the second-line manager for further approval.

4. Finally, the form is reviewed and processed by the PMO (Project Management Office).

We want to manage this entire process without any external integrations such as LDAP, Okta, or other identity providers. It is sufficient for us to manually define users and their approvers directly within Jira.

[Rohit Utukuri]

Hi @Seda Gülen Güzel

There are couple of options to manage user information without integrating with external identity providers. 

Option 1:

Assets are available in JSM premium and Enterprise tiers. In Assets, employee hierarchy can be defined.

Automations can be used to lookup and assign them as approvers.

Option 2:

3rd party addon called Elements Connect

Which allows integration with external databases and connects them with Jira fields.

I haven't personally used option 2, but based on the information provided on their page it should be possible.

[Nikola Perisic]

Hello @Seda Gülen Güzel 

You can do this with JSM workflow where you can define an approval step for each status. Based on that, you can define each user to be responsible for approving or rejecting the work item.

You can find the full article in here: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/