nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Service Approval process

paulcreedy

I'm trying to get my head around how to add approvers to requests. I've read a number of articles around Request Types, Workflows and adding an approval pick list field or custom field and an approval on a workflow

The following documentation shows three scenarios in which an approval using that method can be used but it doesn't cover the approvals on a services.

Approvals documentation:

Configuring Jira Service Management approvals | Administering Jira applications Data Center and Server 8.18 | Atlassian Documentation

Services have their own Change Approver field against the service already.

Therefore as well as the three scenarios above I was hoping that the approver could be the user that was already added against the service. Therefore when a request type is raised against that service, there would be no need for a custom 'approver' field because it should be taken from the 'Change Approver' listed against the service being changed.

Could someone point me in the right direction of how to implement approvals for changes to a service, using the prefilled Change Approver against that service?

Accepted answers

Mikael Sandberg

The way to do it is that you have to go into the workflow and on the status that you are using for approvals edit the approval step to get the approvers from the affected services:

Screen Shot 2022-05-25 at 7.14.02 AM.png

All comments

Mikael Sandberg

The way to do it is that you have to go into the workflow and on the status that you are using for approvals edit the approval step to get the approvers from the affected services:

Screen Shot 2022-05-25 at 7.14.02 AM.png

Karyna Tyrnavska _SaaSJet

Hi, @paulcreedy ! As an alternative in such case, you can try Business Process Manager add-on, developed by my team.

So, you can add the approver step and tune it according to your issue needs. If you have added multiple approvers, the assignee of the issue will change according to the need for approval.

paulcreedy

Thank you I'll that out.

On a similar track I'm also using a request type off the built in [system] change issue type.

That type has a built in workflow with an approval step linked to a service. I've made a group for CAB, and put a user in it.

In the service I've brought in that CAB group as approvers.

I create a change request, moved it to the Authorize step which is from what I can tell should send a notification to those in the service group.

No notifications are sent to the approvers, and the request is now stuck on the Authorise step with the only options being 'back to planning' and 'mark as cancelled' because it's waiting for an approval before allowing it to move to 'awaiting implementation'.

I'm expecting an approval notification to those in the cab group to be sent with a deny/approve option bit it doesn't arrive.

Mikael Sandberg

You are correct, if you are using the Approver group the Customer notification for approval required is not triggering. So you could either change the workflow to use the Affected services and Approvers field for the approval step, this will add all the members of the Approval group set on the service to the Approvers field, or you could use automation to notify the group.

Mikael Sandberg

Correction, I just tested and the email notification should be sent also when you are using the Approval group.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management