Create a list of approved requests for customers

[Johnathan_Boren]

I am working in Service Desk and certain request types only have to go through the approval process workflow a single time. We would like to set it up to populate a selection field of requests that have already been approved that a customer could select so that it could bypass the rest of the workflow and enter a status to just push the request to the customer. 

Is there a way to give the customer access to a list of approved "requests" that they can select from to cut down on duplicate requests?

Thanks!

[Petter Gonçalves]

Hello Johnathan,

Welcome to Atlassian Community!

Analyzing the scenario you have provided so far, I don't think there is a way to allow a customer to create a request type once they have performed the approval steps of a workflow previously.

However, I think that you can instruct your customer to link the first ticket created (The one with the approval) when they request the same thing.

Better explaining, the logic would be to create two request types, one using the approve workflow and another one using a different straightforward workflow that does not need approval. E.g:

- Request approval for access Knowledgebase

Description: Once its approved, mention this ticket on your next requests

- Request access to JIRA documentation under knowledgebase > Already approved

Please, let me know if this option makes sense to you, Johnathan.

[Johnathan_Boren]

Thanks for the reply.

So, in this case, it wouldn't be the same customer. In my issue, I have one customer coming to request an application be pushed to their phone. The first time that is requested, it has to go through a workflow of steps and approvals. Once the first request is resolved, the next (from different customers wanting the same application) would not need to go through all of the same steps, only the last step of being pushed to the customer's phone. 

So I want to create a list of apps that have already been approved for customers to select from, if applicable. Hope that helps!

[Petter Gonçalves]

Hello Johnathan,

Thank you for the explanation.

I suppose you have a custom field to identify the application that the customer is requiring in the ticket, is that correct? Or are they specifying the application in the description of the ticket itself?

For the scenario you provided, I believe that you will need to make two different ways in a single workflow, creating automation rules that will transition the issues to the correct way based on the Application selected by the customer in the creation of the ticket.

Better explaining:

- You would add a required select list custom field with the application options in the ticket creation, so the customer would specifying the Application required

- Then, configure your workflow in two possible ways once the issue is created. One with the approval steps, and other guiding directly to the Installation steps:

- Configure the automation rules to transfer the issue to the correct status once the application is selected:

Pain point: Once the application is approved, an Agent will need to edit the automation, changing the status to "In progress" directly.

Please, let me know if it makes sense to you, Johnathan.

[Johnathan_Boren]

This does make sense! So essentially, we would have to manage the custom list order manually? There is no way to have a custom list that automatically updates with resolved app names that the customer could choose from? 

[Petter Gonçalves]

Indeed, I understand how this would be a pain point to have to manually change the automation everytime a request is approved, Johnathan.

Unfortunately, JIRA does not have a feature to automatically configure the automation as you need. However, after some time testing and digging in the application, I was able to achieve the feature you are looking for by using the Add-on Automation for JIRA Cloud. 

Basically, instead of using the Service Desk automation, you would use the add-on automation and configure a rule like this:

The rule would check if there are any other issues with the same request type and with the same value in the application field. If it is true, the issue is transitioned to In Progress. Otherwise, to Waiting CAB Approval.

The Add-on is free until 300 executions, so please let me know if this option would work for you, Johnathan.