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SErvice management workflow with conditions or split into two different workflows?

Hi all!!


Recently I have received a request asking to add mandatoy approvers for an specficic request type. 

The problem here is not that I do not know how to set approvers, the problem is that the actual workflow has not approval status and it is issued for other request types that doesn't require any approval. And the workflow that has the approval status, could be approve by one of the approvers and not an specific one. 

That being said, I think it is better to add a new workflow for a new issue type, associated with this request type and add the approvers as mandatory. 

Do you think is the best approach?

Thanks in advance 


2 answers

1 accepted

2 votes
Answer accepted

Yes, you will be better off creating a new workflow for the different issue type.   It will be easier to manage, and more clear to your people.

1 vote

@Rosana Casilli -

I agreed with what @Nic Brough _Adaptavist_  stated.  If you like, you can copy the default out of the box WF that contains the approval step to use it as a base to further customize in according to your need.  Afterward, you can associate it to your new issue type.

Remember to publish your JSM project's WF scheme after you added the new issue type + the new custom WF associate to it.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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