How to configure workflow for ticket where it must wait for approval before continuing?

I want to create a workflow for support where the ticket needs approval in order to continue. Example is support request ticket has been issued and in order to fulfill the issue we need approval from the customer to resolve the issue.

2 answers

0 votes

The easiest solution is to add another status into the workflow for "waiting for approval"

0 votes
Joe Pitt Community Champion May 05, 2016

In addition to what Nic said have an approval implies it may not be approved.  I would have a fields 'Approval status' and 'Approver' on a screen shown during the transition and a transition for Approve that sets the Approval Status to approved and copies the current user to the Approver field and a transition that sets status to Denied and sets the approver and have it go to a status of Denied. From there you can gather more data or whatever is needed and approve or close as rejected.

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

475 views 1 15
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot