How to set up an Approval Stage for when a ticket is re-assigned
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
This article will outline the method to implement an Approval Stage for ticket re-assignments.
Environment
Jira Service Management Cloud
Scenario
This implementation will be useful for situations in which Agents/Admins require granular control of whom a ticket can be assigned to.
The basics of this implementation can be used as the foundation for other iterations of approvals such as modifying a specific custom field.
Solution
Prerequisites
Add new status and transitions to workflow
Firstly, you will need to ensure that you have a status in the relevant issue type workflow in which has the ability to transition from any status. You will also need to create transitions for when the request is either approved or denied.
In the example below, we're using the Awaiting Approval status and when the request is approved it will transition to Pending and if denied to Currently in progress
Add conditions to transition
As this example is going to be using automation to transition the issue to the Awaiting approval status, it is best to ensure that this transition is not visible by Agents in the issue view. To do this, we will configure the Hide From User condition for the transition to this status.
Configuring the Approval Stage
Once you've added the status, then you'd need to configure the approval stage as per the Add an approval step to a workflow documentation.
Below is an example using the Approvers group field as the source for approval.
| Approval Step 1 | Approval Step 2 |
|---|---|
|
|
Don't forget to publish your workflow!! Additionally, I'd highly recommend that the field for the approver source is not added to any screens for that issue type. This will ensure that no-one inadvertently changes the approvers.
Automation rule setup
Please cycle through the tabs to see the configuration for the corresponding functions of the automation rule.
Add the Issue assigned trigger
Add the Issue fields condition
You could use Request type if you want to further limit this approval to a specific request type.
- Add the Transition issue action
- Set Edit issue
Set Comment on issue
The comment can help to identify whom the assignee was previously and whom it is currently
The following smart value:
{{#changeLog.assignee}}{{fromString}}{{/}}extracts the data of the previous assignee
Automation Rule Summary
The automation will trigger when an issue is assigned to a user, if the issue type is equal to what is configured in the conditions then it will transition the issue to Awaiting approval, set the Approver groups field to the relevant group and add a comment to the issue notifying whom the previous and current assignees are.