Need help setting up a workflow to request customer approval

Question

Hi there,

We are using JSM for customer support.
In numerous cases, what starts as a support ticket ends up as billable/consulting work.

The goal is to somehow transition the same ticket into a "work order", where at that point the customer (requester) would have to agree to terms and approve it before we proceed or somehow generate (and link) a second ticket representing the work order where again, the customer approval would be required.

At the end we want to ensure customers agree and approve any billable work before it starts and also be able to report on these as a different type of request since they are not technical support.

Any help or ideas would be really appreciated!

Marc -Devoteam- · Answer

Hi @E_B_

Yes any customer can be the approver as well.

Yes this can be done, use an automation rule to create a new work item based on a transition or setting of a specific field of the main issue.

You can then in the create issue action copy the reporter pre-populate the approver, etc...

Esteban Diaz · Answer

Hi @E_B_ ,

Yes, that's all possible. Furthermore, you can automatically add the customer who created the support ticket as the approver and create the work order automatically, with no manual actions required. You can keep the entire lifecycle in 2 tickets or keep it all in a single ticket if you prefer.

Sometimes my Clients receive support tickets in JSM (of course), but the execution of the work orders takes place in a different project/space, such as Jira Software, because the executors of these work orders belong to a different team.

Cheers,

Esteban

E_B_ · Answer

That sounds interesting, is this the idea?

* "Normal" support tickets follow the normal flow
* If the support ticket ends up being consultant work, we would describe the scope of work plus cost in the support ticket itself and manually shift it to an approval path in the workflow (and set manually set the customer as the approver).
* If approved, it automatically creates the work order (new ticket) and copy the scope of work from the previous one, it also links both tickets.

This sounds good - assuming all of the above is possible.
The downside is the approval would not be in the actual work order but the linked ticket instead, something we can live with.