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How to set up a conditional approval in JSM DC?

Patrice Champet

Hello,

I have the following use case, trying to find the best solution for implementation:

I have a process with an approval, but based on the request criticity, approving the request should send the request to in progress or to another step.

When setting up an approval you can only set one action when the approver approve.
I have something in mind that was :

- user approve and criticity is high -> action 1 leading to workflow status A

- user approve and criticity is not high -> action 2 leading to workflow status B

So I am just figuring out how JSM is able to implement such processes ...

Any advice ?

Accepted answers

Tim Kopperud

Hi @Patrice Champet, if I understand your requirement you might solve this by adding an automation rule for this.

The "accepted approval" leads to e.g. status A for all criticallities
In automation, define a rule that change the status to status B if the criticallity is not high.

TimK

All comments

Tim Kopperud

Hi @Patrice Champet, if I understand your requirement you might solve this by adding an automation rule for this.

The "accepted approval" leads to e.g. status A for all criticallities
In automation, define a rule that change the status to status B if the criticallity is not high.

TimK

Patrice Champet

Thanks @Tim Kopperud

I was looking for something more OOB for approvals, but this is just working fine.

Do you have any advice on the options below:

going to "in progress" and moving to "Another Approval needed" only for the critical one
going to a "triage" status and moving to "in progress" or to "Another approval needed" based on the criticality

The second one seems a little bit more secure to me, as if the automation rule fails for some reason, the issue is still in "triage" and not "in progress".

What do you think?

Tim Kopperud

Hi @Patrice Champet, thanks for accepting the answer.

Answer to your question depends on the configuration.

If the frist status is Triage and this status doesn't have approval linked to it, you can use this Triage to set the wanted approvers based on criticality and then transition the issue to an approval status. Something like this (in this example we assume In progress is an approval status):

With this approach you can use the same Approval status for any approvers as they will change based on the criticality.

Or are your requirements two approvales if critical?

Regarding "automation rule fails for some reason". I recommend you don't design based on exceptions. I mean, anything can fail for some reasons, not just automation. Companies are using automation for rather sophisticated and critical business logic, and doesn't base this on exceptions. I wouldn't rule out automation for this reason.

TimK

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