Different types of requests for different users

unknown

Hello everyone!
I am modelling our internal IT portal in which we provide support to our internal users via a ticketing service in Jira Service Management. As our Help Centre is open to all our internal users, from developers to sales to the Board, I would like to configure it so that standard users see the possibility of creating a specific request and having it approved by their team leaders, while I would like the Board to not even see the possibility of approval, as they do not need it.
Currently I have not been able to create different types for different users, so everyone sees everything the same way. Is it possible to realise what I am asking for within a single project? If so, how can it be done?
Thank you very much in advance!

Lorenzo

Dave Mathijs

Hi @[deleted]

Do you mean that the Board needs no approval for the same request type(s) so when they submit such a request, it is auto-approved? Or have I misunderstood your question?

Approval steps are configured in the workflow. Depending on the Reporter belonging to a Board Group f.e., you can have automation auto-approve these requests while others need an approval step in the workflow where the team leader needs to approve the request.