So we are trying to build three types of change management - Minor, Major and Routine
Would love some help we are relatively new to change process with Service Desk. JIRA can be a bit overwhelming.
I've done something similar. For 1 you will need to create a transition from every status. I'd use a post function to set the resolution n to canceled and require they fill in a custom field for the reason. Someone will ask.
For 2, create a transition back to the same status for each role that must approve it and limit the transition to just that role that sets a custom field such as 'role' approved to yes. Then create a transition to the next status with a condition that checks all the custom approval fields are set to yes. Everyone will only see the transition for their role and the one to move forward won't be available until everyone has approved it. Put the approval custom field just on the related transition screen and view screen.
For Your Question 1 : add status > as Rejected or cancel (whatever you like name)
2 : Go to Workflow
3: Add workflow
4 : in Step Name ADD Cancel and Linked Status set as cancel or Rejected
5 : now from each transition add transition as Cancel and Destination Step as cancel
6 : and apply that workflow as per scheme and it's ready.
Now for question 2 it's easy but i haven't ever implemented so you can follow JOE.
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