How to configure a multiple levels approval service request flow

Question

We are considering use JIRA service desk for service request purpose.

Let's say a user require an additional monitor setup. It require the applicant's line manager, department head, and helpdesk manager approval. Once all 3 people approved, the request will be sent to IT helpdesk (who setup new monitor).

Hence, depends on who submit the request, the approves are not the same. Is it possible to configure above workflow?

Vinu_pahcqf · Answer

Hi @Mark

There are ways to fetch manager details. You will have to write some code to fetch those details from AD, else I think you will have to settle for some plugins that will do the job for you.

Here is a thread that I found in the community that might help you out.

https://community.atlassian.com/t5/Jira-questions/Get-manager-from-active-directory/qaq-p/382945

Mark_oofcre · Answer

Thanks @Vinu after reading those threads I have some rough idea.

But I am not sure how can JIRA service desk get the "line manager" of applicant. Can we fill the "line manager" for each JIRA user and use in workflow? Also, our JIRA is integrated with Active Directory. "Manager" field is available for each AD user.  Can JIRA sync the manager field and use in workflow?

Vinu_pahcqf · Answer

Hi @Mark

You can take a look at the following threads on similar requirements. They should help you.

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Multiple-approvals-in-Jira-Service-Desk-workflow/qaq-p/681795

https://community.atlassian.com/t5/Jira-Software-questions/Creating-a-workflow-involving-multiple-approvals/qaq-p/686156