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 vote

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

0 vote
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.

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Published yesterday in Jira Service Desk

Wy are we still using email for Service Desk workflows?

...attest to the experience of an urgent approval that gets lost in the boss’s inbox and requires that special “Please Approve” email or text message. In an age where we have distributed teams...

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