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Automation - Approval Workflow

unknown

We would like to automate a lot of our requests but i was not able to build it via Jira Service Desk (Cloud). We are evaluating different solutions.

What i want:

1. User asks for some permission via request --> Workflow starts

2. "Owner" of the permission gets an E-Mail an klicks some button to approve or decline

3. Not the workflow should split in "Approved" & "Declined" with further actions.

Is this even possible?

Accepted answers

Mike Bowen

Hi @[deleted]

Yes, all are possible.

-Mike

All comments

Mike Bowen

Hi @[deleted]

Yes, all are possible.

-Mike

unknown

I thought so but - how?
I have:

When "This" if "this=true" then do "this";
Else if "that=true" then do "that";

But i want to

When "This" if "this=true" then do "Ask for Approval" (email)
and the next step in the Workflow should be waiting for the reply and when i got that reply ist the next step "is to check if the answer was "approve or decline" and then send the user an email and let him know if it was approved or declined...

Where am I going wrong.

Mike Bowen

Hi @[deleted]

Jira Service Desk has a built in transition called Waiting for Approval, and when added to your workflow it will prompt you to configure:

Double click on the Waiting for Approval transition.
Select check box Add approval (and click Configure).
Edit Status.

Approval Process.jpg

. Here is how it works for our company...

See chart workflow below... Follow the yellow path from the customer raising a request.
Agent puts the request into In Progress. If the request needs approval agent adds the approvers (in our case two approvals need, one internal manager, one customer).
The request transitions to Waiting for Approval. At this point the agent cannot do a thing on the request as there are no buttons to change the status.
An email notification is sent to both approvers. (Note the email notification contains a link to the customer portal where an Accept or Decline button needs to be clicked). If only one of two approvers accepts the transition stays in Waiting for Approval. If one person Declines and one accepts, the request is cancelled. If both approvers accept, the request transitions back to In Progress. (Email notifications are sent at every update). Agent can continue dealing with the request.

Workflow for Approval.jpg

-Mike

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