approval step before notify ticket to agents

[Matteo Bragagnini]

I need to add an approval step before the ticket is created and then notified to internal agents for resolution.

Use case: an account needs to submit a request for a modification of the ERP, but before passing it to the internal team, the CFO has to approve it.

Is it possible to do it?

Bye.

[Marc - Devoteam · Accepted solution]

HI @Matteo Bragagnini 

Welcome to the community.

Jira has no ticket validation before creation.

There are no options to validate something that is not there, a ticket has to be created to validate on it.

What you can do is, to have a separate workflow and issue type for related to the request type ERP

The first status of this workflow can be a state where an approval is required, you can set a default user or groups as the approver.

To not have agents already see the issue, create an issue security scheme and add a security level so only the CFO can see the issue, this security level can be set by default in the request as a hidden option.

After the CFO approves, have an automation rule in place that on approval of this issue removes the security level from the issue.

[K Vivek Rao]

Hello @Matteo Bragagnini ,

If i understand your requirement, after the create transition you can create one more status with the transition, request approval.on that transition you can add a screen along with a custom field, "user picker" once you mention the user name it will send a notification to the approver and until they approve it, it will not move to next state if you configure a condition.