Customizing Jira Service Manager to enable our IT Manager to approve the closure of all issues

Question

We have an internal process that our IT Managers have to review and approve tickets whose statuses are set to closed (or resolved) before they are actually closed. In our previous ticketing system, we were able to create a new status called closed-pending-review which then immediately went into our IT Manager's queue that, enabled them to review the ticket's documentation and ensured that everything was done properly before allowing the ticket to go into full CLOSED status.

What is the best way to achieve this in Jira Service Manager?

Tansu Akdeniz · Accepted Answer

Hi @Brian Desmot

You can add a new status (before closed) or use Resolved depending on your need. Than, add approval to this status. IT Managers will be responsible for this approval action which can be done in service desk portal. After approval is given, ticket will be closed.

Please check: Set up an approval stage

Alternatively, if they have already consume agent license, they can use internal Jira issue views. You can provide condition in the workflow to let them see the close button.