In JSM Based on the Type of Service request workflow approvals going to execute

[Sreenadh]

Hi,

In Issue Type: Service request and Request type: Request Fulfillment

I have field called Type of Service Request(Drop down) : ITSM

                                                                                              QA

                                                                                               Security and Compliance

                                                                                               Development

If i select ITSM and Create a Request then workflow will follow 2 levels of approvals which are Manager and System Owner simultaneously.

If i select QA(or)Security and Compliance(or)Development-------and Create a request then the workflow will follow 1 level approval which is only Manager approval.

Is it possible in Jira can we implement such a workflow. if yes kindly suggest me the steps to implement the same.

Thanks

[Ste Wright]

Hi @Sreenadh 

Can I confirm the logic here?

• When an Issue is created...
• If...
  • Type = ITSM
  • Then Approvers = Manager, System Owner
• Else-If...
  • Type != ITSM (or various options)
  • Then Approvers = Manager

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If yes, it's possible - but does depend on whether the "Approver Source" is the same for both If / Else-If.

If Source is the same (for example, the "Approvers" field)...

• You could control this using Automation Rules
• The rule would need to check what the value of "Type of Service Request" is, then populate the "Approvers" field appropriately
• The Approval Rules in the Workflow should require "Everyone" to approve the request

If Source is different...

• This is more complex, as "Approver Source" can only be a single value per Status in the Workflow
• Then I'd recommend...
  • Create a new Workflow, with a non-Approval Status first
  • Create two "Waiting for Approval" Statuses - one for each scenario
  • Set the appropriate Approval rules per Status (Approval Source, etc)
  • Use Automation at Issue Creation to decide which Approval Status is relevant
  • Transition all issues using Automation into the relevant Status at creation

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Let us know which option is preferred - and if you need any additional instructions to integrate these!

Ste