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Request approval button and then select user on Service Management

Hi Admins!

Help please!

I need to add this to the Cloud version (it is currently setup on the server) - the screen shots below is taken from the server but i am not sure how to set this up on the cloud.

How do you add a button to request approval on a certain type of IT Helpdesk issue type and then thereafter choose users from your AD list?

See pic attached

Request Approval button.jpgRequest approval button 2.jpg

5 answers

Hi @Vanessa Becker

You are pointing to a Transition in a workflow.

You will need to prepare your workflow, same as in server, to a status and add approval on this status.

Screen Shot 2021-10-06 at 17.01.57.png

Then you will also need a screen on this transition, where the approvals field needs to be on.

Then you are able to choose users or even a group, this depending on the approval on the status.

Also see the documentation:

Kind regards,


2 votes
Brant Schroeder Community Leader Oct 06, 2021

@Vanessa Becker 

You will need to do the following:

  1. Make sure that the project in cloud is a company managed project.
  2. Identify the issue type associated with the approvals.
  3. Identify the workflow associated with the issue type.  If the workflow is associated with other issue types then you need to make the decision if you want this modification on all issue types in the project associated with that workflow or only on this one issue type in the project.   If you only want it on the one issue type then you will need to copy the workflow.
  4. Update the workflow and add a transition with a transition screen that allows you to choose the approvers.
  5. If you copied the workflow you will need to add it to the project's workflow scheme and associate it with the issue type.
  6. Test your modification.

Here is some helpful information about workflows and approvals.

1 vote
John Funk Community Leader Oct 06, 2021

Hi Vanessa,

That button is actually just the name of a transition in your workflow. You can't add "buttons" like that in the new Jira view in Cloud - it's just another transition in the status dropdown. 

You actually can't do that with DC or Server versions either, just to be clear. It's the same solution: add a transition.

As per @Darryl Lee 's comment, with JSM, there is a built-in approval process. Here's the Atlassian doc that discusses it ->

0 votes
Darryl Lee Community Leader Oct 06, 2021

Hi @Vanessa Becker --

Taking a close look at your screenshots, you're using Jira Service Desk on Server. So @Marc Koppelaar 's instructions on how to similarly set up Approvals in Cloud should do the trick.

It's much easier than doing it manually, which is what @Brant Schroeder and @John Funk described.

(When you have Jira Software projects, you don't have that extra "Add Approval" checkbox available, so you have add Approval transitions and logic by hand.)

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