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

how to configure approval request to specific type of service request from customer

Mani April 11, 2023

Hi community,

I am new to JIRA  So help me with how to configure approval request to specific type of service request or ticket from customer. I have no idea how to do.

 

2 answers

1 accepted

1 vote
Answer accepted
Charly [DEISER]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 11, 2023

Hi @Mani 

Welcome to the community! for the approval process you can check this document in order to understand how this works.
Add an approval step to a workflow | Jira Service Management Cloud | Atlassian Support

Also you can check this document in order to know how approvers can be assigned:
Define approvers for a request type | Jira Service Management Cloud | Atlassian Support

Hope this helps!

Regards

Mani April 11, 2023

Hi @Charly [DEISER] 

With the help of above document now i configured approval request. In addition to that I want to how to configure that approval specific request. Example I received 3 request like start server, stop server and reset password for server. In 3 request I want to configure approval request for reset password for server and I do not want approval request for start and stop server. Is there possible way to configure like that in JIRA. I any means tell me how to do.

Charly [DEISER]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 11, 2023

Hi @Mani 

Yes, this can be done in Jira. I think the best way to achieve this is to have 2 workflows:

  • Workflow 1 (Requests that needs approval)
  • Workflow 2 (Requests that do not need approval)

Associate the issue type & request type to the corresponding workflow, IE:

  • Start server - Workflow 2
  • Stop server - Workflow 2
  • Reset password - Workflow 1

Check this link for more info: Change the workflow and issue type of a request type | Jira Service Management Cloud | Atlassian Support

You need to understand the relation between workflows / issue types / request types, there is a lot of info regarding this topics in Atlassian documentation.

Regards

Mani April 12, 2023

Thanks for your help

Charly [DEISER]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 12, 2023

Hi @Mani 

I will not be able to help in this case. Your initial question was regarding configuring approval process and this was cover, now you are adding your internal business procedures which in my opinion requires consultancy, unfortunately I will not be able to provide that.

I suggest you contact one of your local Atlassian partner (Atlassian Partner Directory) and ask for training or consultancy.

Regards

1 vote
Krzysztof Bogdan April 12, 2023

Hi @Mani 
You can look into Approval Path for Jira:
https://marketplace.atlassian.com/apps/1220490/approval-path-for-jira?tab=overview&hosting=cloud

You can define different approval definitions (different users/groups) and run in for different types of requests.

You can start approval using workflow or Jira Automation.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events