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Manager approval on Issues in service desk

mk km Jan 17, 2014

Hi All,

I am new to JIRA & creating a service desk project. what we are looking at is creating a workflow where if a user submits a issue it goes to his/her manager which is from Active director).

I am open to use a Add-On (paid or free). Please help.

Thanks in advance!!!

Happy JIRAing

4 answers

1 vote
Ryan Er I'm New Here Feb 01, 2019

Is there any updates on this? We are looking for something similar.

Thomas Scheibelhofer Feb 01, 2019


we groovy scripted it with Insight Asset Management.

We imported the users including their organizational assignments, linked their managers, etc. and created scripts to automatically assign their line/cost center managers if required.


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0 votes
NeilW May 05, 2015

We have this same problem: we want to implement a manager approval workflow in Service Desk.

We tried defining a custom Manager field and giving that user permission to edit issues so that they can transition the issue from Waiting for Manager status to Waiting for Support status and optionally indicate approval.

The problem is that Service Desk overrides issue permissions to prevent this use case.  It is not reasonable for us to  make all managers agents.  Does anyone have a suggestion for how to solve this use case in Service Desk?



0 votes
Thomas Scheibelhofer Nov 09, 2015

we're facing the same hurdle. Has anyone ever been able to solve this?

Best regards


0 votes
Stephen Hayden Feb 28, 2016

How did you guys end up addressing this?

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