How would you be able to add a set of approvers and another set of approvers to cover a single point of approval (failure)?
A request needs to be approved by all heads of department or by their backup/deputies.
I can add the heads of department to the approvers and configure that everybody needs to approve, but what the (sometimes) optional approvers?
Thanks in advance.
I assume the following scenario is what you are going for.
You need approvals from all department heads or their proxy, e.g.
this get's messy as there currently is not notion of having a proxy approvers. Here is what you could do:
have an approval status for each dept (3 in the scenario above) and set the approvers for each to be the two approvers for that dept (primary and proxy) then set it to be 'any one of' for approval to proceed. The approvals would be serialized and cascade: Dept1 can approve/decline if approved Dept2 has the ball to approve/decline, etc.
IMO, and it is only an opinion, I would handle proxies differently. I would allow add a by-pass to the approval allowing the agent to handle moving the issue forward if any one of the primary approvers was absent. The agents role in this case is to get the proxy approver to comment in the ticket as to their proxy vote and once all votes are cast the agent can transition. It all depends on how formal the process needs to be here.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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