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How can I auto assign the tickets for approval to the user's manager(supervisor)?

kubra fatima
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May 17, 2023

We are currently using IBM Service Desk and the user's section has the "supervisor" tab which handles the organizational hierarchy. All our tickets(SRs and CRs) gets assigned to the supervisor automatically for approval. How can I implement this in JIRA?

3 answers

2 votes
Steve Long -Evelon-
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May 17, 2023

Hi @kubra fatima

Firstly, this type of use case is best suited to Jira Service Management, which I see you're using which is great.

My suggestion here would be to set up an 'Approval' in the first workflow transition, with the user's supervisor selected as the approver. Here's the docs for ref:

However, the question is how are you defining the user's supervisor in Jira? Does this data exist in Jira via a custom field yet that can be used? If so, you would select this field when selecting the approver. 

Hope that helps - Steve.

2 votes
Sachin Dhamale
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May 17, 2023

@kubra fatima


Welcome to the Atlassian Community !!


First you configure the approval workflow then

You can use the automation rules or workflow post function to assign issue to the supervisor. so whenever ticket is being created it will assign to the supervisor for approval.


Accept the answer if it helps


Hello @kubra fatima 👋
depends on how information about supervisor is defined.

You could also try use Approval Path for Jira.
If supervisor is field in Jira - you can use User field step.
Also API and integration with workflow is possible.

kubra fatima
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May 18, 2023

how do you suggest I add a supervisor field in Jira for users?

@kubra fatima 
Easiest way is user custom field.

With JIra automation you could fetch information about supervisor and autofill this field. Unfortunately this could be complex task and requires some advanced knowledge.

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