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JSM Approval via transition instead of Approve/Decline buttons

Yatish Madhav

Hi.

Interesting thought I had. On JSM, is it possible that I can do a transition as an approval/decline? As opposed to clicking on Approve or Decline on the UI/email?

I understand that Approvals set in the work item log as part of the things that happen in the background but would be nice if, if the user is permitted to approve/decline, they can do so as a transition as well.

Thanks
Yatish

Accepted answers

Thanasis Nikolaou

Hi @Yatish Madhav

Not with the native approval step. When a status has an approval configured, the decision is recorded through the Approve and Decline actions in the work item view, the portal or the approval email, and the outcome transitions run from that: https://support.atlassian.com/jira-service-management-cloud/docs/approve-or-decline-a-request-from-the-new-issue-view/

If you'd rather approvers use a transition, remove the approval step from that status and add plain Approve and Decline transitions instead. Restrict them with a workflow condition, for example a project role or group, so only approvers can run them. The trade-off is that you lose the approval panel, the email buttons and the "how many must approve" setting.

What's the main reason you want it as a transition?

All comments

Sebastian Krzewiński

Hi @Yatish Madhav !

In cloud you can mark transition in workflow that customers can execute it.

Edit workflow
Click on transition that customer can do
Check "Customers can make this transition" toggle

Regards,

Seba

Thanasis Nikolaou

Hi @Yatish Madhav

What's the main reason you want it as a transition?

Yatish Madhav

Thanks @Sebastian Krzewiński - I know of the Customers can make this transition option. I was curious if approvals can happen with tranistions, instead of the buttons. Regardless if it is via a customer or an agent.

Yatish Madhav

Thanks @Thanasis Nikolaou - I see, that does make sense and for a workaround.

No, i do not really have a use case but just a thought I had in approving some tickets this morning.

Yes, that is a bit of a trade off indeed. I think it would be nice to have an extra option for users to approve. So, like you said Approve and Decline actions

in the work item view,
the portal view
the approval email
or doing the actual transition (that spurs from the above - a nice to have)

Thanks again
Yatish

Gabriela - LeanZero

Hi @Yatish Madhav, Thanasis has covered the native behaviour, so I'll add a middle route you can use if you want to keep the approval step and its panel. Jira Automation has an "Approve/Decline request" action that works on items pending approval in the current status. You can put it in a manual-trigger rule your approvers run from the Actions menu. I'd add a User condition that checks the person running it is in the Approvers field, so nobody else can fire it. This only helps approvers who work in Jira itself, because portal-only customers don't get the Actions menu:
https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/

The caveat is that the action approves or declines "regardless of how many approvers are needed", so it settles the whole approval for you rather than casting one vote. I also haven't tested who it records as the approver, so you'd want to try it on a test request first. If you need each approver's own decision on record, the REST call POST /rest/servicedeskapi/request/{issueIdOrKey}/approval/{approvalId} answers the approval as the person making the call, and it only works for someone assigned to that approval:
https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/

Hope that gives you a workable third option.

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