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Automation and multiple Approvers



I have hit a wall on the Authorisation Automation. I explain the end goal and what I have in mind to achieve and what were the steps taken to achieve the objective.

NOTE: I did read all the posts and articles in this forum, none fits the goal.


#### -- GOAL -- ####
Request Type with following workflow:
-------- Pending Manager ---> Pending System ---> Approved (if all approve)
-------- Rejected
-------- Closed
- User logs a Jira Service Desk Ticket to ask for multiple services access
- First approval is their manager - if passes ticket goes to System Owners approval
- Second approval are the Service Owners and each has either approve or reject
- Ideal to record each individual approval/reject as ticket 

Solutions I devised:

#### -- APPROACH 1 -- ####
Request Type creating automated linked Tasks for each system approval
- The automation does create all the required Tasks for requested services approval
- Automation tags System Owner ID correctly
- Tickets all have "Waiting for approval from <ID>" set correctly 

PROBLEM --------> Linked Tasks are not visible to each tagged Service Owner
NOTE: Service Owners will not have JSD Licence or access into IT Service Desk

#### -- APPROACH 2 -- ####
Using same Request Type workflow but adding via Automation multiple "Approvers" for each single System Owner selected in the request (I have 8 systems at the moment)

PROBLEM -----> List of Approvers is whipped out by automation when adding next in line Service Owner. Only last one in the chain gets tagged.


In LABEL solution automation when adding new labels via automation there is a nice option to "add but not wipe" entries. The same seems not available for tagging Users.- Why?

I cannot foresee the combination as those can be "2 out 8" selections  or "6 out 8" selections. A lost of possible combinations to foresee tagging.

Your advice is kindly appreciated for a smart solution


3 answers

1 accepted

2 votes
Answer accepted

Apparently what I have in mind will never work due to a Bug that HAS NEVER BEEN FIXED and logged for the first time on 01 May 2015 and still opened today 23 April 2023.  

In short if you create a linked ticket with approval, the automation is unable and it will not change the Ticket Type required to make the ticket visible to the User who should approve it.

So, to make the linked ticked or tickets visible to the Approver/Approvers , you have to change manually its Issue Type.

Solution to anyone interested in achieving a similar automation

  • Create one or more Cron Jobs which runs every 5 / 10 / 30 minutes 
  • Run the Cron based on JQL search for "Project" - "Open" - "Keyword"
    • My attached tickets all have specific unique subject keywords to differentiate them from normal user tickets i.e. "Service System Approval Required for XYZ" or "Service System Approval Required for ABC"
  • Add "Edit Request Type change"
  • Change the type to the one desired
  • Job done

Do your approvers have JSM licenses?

Hi @Jeffrey Bistrong 

Is your question referred to my question or my posted solution?



regarding your question

I see. I did mention in the question no JSM licence allocated to them

NOTE: Service Owners will not have JSD Licence or access into IT Service Desk

0 votes
Kris Dewachter
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Apr 22, 2023

Hi @Mario Coluzzi,

Why do you want each approval registered as a single ticket ?

Best regards,


Hi @Kris Dewachter 

For internal compliancy and traceability of single access requests.

Warm regards,


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