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2nd Level Approval Workflow

Duc Anh Le_eax46n

Hi everyone,

I am trying to build out a Jira workflow for my company but having some difficulties. Please help.

When folks request work equipment, they fill out a Jira Form at our company. Generally, if it's just basic items (mouse, keyboard, headphones...) the request will send to their direct manager for approval.

But when they select an item such as Personal Priter, Ipad, or iPhone, they will need additional approval from a (VP) on top of the approval from their direct manager.

When this happens, I want the request to be approved by the direct manager first before sending the approval request to the VP.

I haven't been able to get this to work yet. Please help.

Screenshot 2023-06-27 125608.png

Accepted answers

Kai Becker

Hi @Duc Anh Le ,

welcome to the community and thank you for your question.
As of what I can see, you are on the right track, chaining two Approval steps after another.

Could you explain a little bit more, what your problem is? Maybe you could post some screenshots?

If it is the decision for the 2nd Approval, you might need to add a condition to the two transitions leaving your first Approval. Both need to check for the devices.

If device is Mouse, ... --> direct approval
If device is Printer, ... --> 2nd approval

Depending on the custom field you use for the device, a Value Field condition could work.
It might be necessary to connect multiple conditions with or per transition (one for each device type).

Hope this helps 🙂

All comments

Kai Becker

Hi @Duc Anh Le ,

welcome to the community and thank you for your question.
As of what I can see, you are on the right track, chaining two Approval steps after another.

Could you explain a little bit more, what your problem is? Maybe you could post some screenshots?

If it is the decision for the 2nd Approval, you might need to add a condition to the two transitions leaving your first Approval. Both need to check for the devices.

If device is Mouse, ... --> direct approval
If device is Printer, ... --> 2nd approval

Depending on the custom field you use for the device, a Value Field condition could work.
It might be necessary to connect multiple conditions with or per transition (one for each device type).

Hope this helps 🙂

Duc Anh Le_eax46n

Removed

Duc Anh Le_eax46n

Hi @Kai Becker

Thank you for your response and the warm welcome.

Yes, the transition out of Waiting for Approval is where I am having issues.

I created a custom field called EVP Approver. When the user selects a Printer in the form, the EVP Approver field became visible and required. The user now must select the EVP approver before submitting the ticket.

There are 2 "approved" transitions out of the Waiting for Approval Status

Direct approval (when it's only a mouse). I have the transition condition setup as when EVP Approver is empty below screenshot:
2nd approval (when it's a printer). I have the transition condition setup as EVP Approver is not empty.
I created a test ticket and have the printer selected and picked the EVP Approver. When the 1st approver hits approve, the issue immediately transitions to Waiting for Support ( instead of Waiting for 2nd Approval as I hoped for).
So I checked the approval step config within the Waiting for Approval status and saw that you must pick your transition when approved. I am not 100% sure but this seems to bypass all the conditions I have set above. Maybe I didn't set something correctly? Thx

Tim Perrault

Try setting the condition on the equipment field. If the value = mouse and so on

Kai Becker

Hi @Duc Anh Le ,

thanks for clarification. This is a really good approval workflow use case. I haven't had such a constellation before, but I guess it should be solvable.

My idea would be to only use one approval status, but to modify the people need to approve via automation rule.

Ticket gets created and fields are set (like you noted)
if device is to expensive, an automation rule would be triggered and set a second approver to the first approval step (maybe another email has to be send for the second approval, which could be done via automation too)
the approval step is configured to have all people to approve the request
after too approvals the issue is transition to the status in your configuration

I have not tried this by myself, so I'm not a hundred percent sure, but it might give you another option to play around with.

There are also automation triggers for completed approvals, as described here.

EDIT: Please try the hint from Tim first.

Parsa Shiva_6a2esz

Hello @Duc Anh Le

Have you tried using the Approval Path add-on?
This could simplify the process as it's quite easy to figure out, and it serves as a powerful tool for Jira/Confluence approvals. Approval Path for Jira

I hope that helps,
Cheers!

Duc Anh Le_eax46n

Hi @Parsa Shiva - Thank you for the suggestion. I tried it but the Approval Path process is not showing in the customer portal. Maybe I missed something?

Parsa Shiva_6a2esz

@Duc Anh Le

I see the problem, I think Approval Path does not currently support that feature but it's on the roadmap.

You can subscribe to the ticket to get notified once it's implemented: Support portal - approval from client

Rajeev John

Hi @Parsa Shiva ,

How far have you come on the roadmap for -- "Approval Path does not currently support that feature but it's on the roadmap" -- this is from your comment above.

Many thanks

Rajeev

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