Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Change Management Workflow Dynamic Routing

I am a managed service provider and use JIRA Service Desk Cloud as my support desk for my customers. I have created a single help desk project for all of my customers and set up an organization for each of my customers. We use the change management functionality to make any changes to our customer system. I am using the out-of-the box change management workflow and use the CAB field to get approval from my customers to make the change. I have one customer that wants to have a secondary approval in the workflow, first it goes to their business users then to their internal IT group. My question: Is there a way to route work based upon the organization, specifically if Organization = Acme then it follows a path with two step approval and if not then it uses the one step approval?

1 answer

0 votes
Stuart C Community Leader Jan 06, 2021

Hi Patrick,

You could create a new service desk project and customise the workflow.

Is there a strong reason for you to stick with one service desk project? You can specify which organisations see each project.

Otherwise you may need to use a separate request type for the two step approval, although that might impact user experience of course.

A third option might be to look at the automation rules available in Jira/Service Management.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

182 views 1 6
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you