Approval tab in Jira

[Naveena Tati]

We work for IT team and get escalated tickets from service desk and many of them require manager or/ and security team approvals. can we have multilevel approvals in Jira?

example flow > we get ticket> in approval tab we tag manager > tickets goes on hold > once approved tag again the sec team > approved tickets move to inprogress

[Tomislav Tobijas]

Hi @Naveena Tati ,

Yes - you can add an approval step to any status in your workflow. Basically, you would have two distinct statuses, each with its own approval config.

In short, select each status (before "On hold" and before "In progress") and add approval on each.

And in each status/approval, configure who would need to approve it.

Also, you could use Jira automation to populate these approver fields based on some parameters. Here's one example of that: Use custom field for Approvers using Automation Rule 

Hope this helps.

Cheers,
Tobi

[Germán Morales _ Hiera]

Hi @Naveena Tati , yes, and your flow is the textbook case for it, as long as this queue is a Jira Service Management project, since approvals are a JSM feature and not part of plain Jira Software. The trick for sequential levels is one approval status per level in the workflow, rather than a single tab trying to do both.

Model it like this: a status "Awaiting manager approval" with an approval step whose approver is the manager, and its approve transition leads to a second status "Awaiting security approval" with its own approval step for the security team, whose approve transition then leads to In Progress. The ticket sits in each approval status while it waits, which is your on-hold, and only advances when that level approves. Each of those statuses needs an Approve and a Decline transition for the approval step to be available.

For who signs off, use the standard Approvers field for individuals or Approver groups for a team like security, and set how many people must approve. You can fill those per request type or set them dynamically before the ticket reaches each step.

Setup steps: Add an approval to a workflow and the wider approvals overview.