Setting up approvals
Set up approvals
To require approval for a request, you add an approval to the workflow the request follows. Here's how to do it:
Choose who can approve the request. You can have customers choose approvers from a list, or you can send requests to a pre-set list of approvers. For example, in the following screenshot, the customer can search for their manager in a list:
To do this step, add a user picker custom field to the request form. Learn how
Choose when in the workflow the request goes to approvers. In the following workflow, the request goes to approvers right after it’s created:
To do this step, add an approval step to the workflow the request follows. Learn how
Step 1: Add a user picker to the request form
To give people a way to select approvers for their request, you add a user picker custom field to the request form. If you prefer to choose approvers for customers, hide the field from the form and create a pre-set list of approvers.
By default, your project comes with the Approvers field and Team field that you can use for approvals. If you want to use a different field, see Add a new custom field to a project .
If customers will choose approvers
Before you begin, make sure your Customer permissions > Who can customers share request with? setting is on Any customer or organization, by searching in this project. This ensures that customers can search for approvers.
In your project, go to Request types > %request type% > Edit fields > Add a field.
Select the field you want to use for approvals, then click Apply. The following screenshots show the Approvers field in the project, and how it appears to customers on a request form:
What you see
What customers see
Optionally, change the Display name, Required, and Field help to give your customers more detail.
If request will go to a pre-set list of approvers
Add a user picker custom field to the request.
Next to the field, click Actions > Hide.
Enter the users who can approve the request, then click Set. The approvers display in the issue and are notified when the request needs approval. The following screenshot shows how the approvers display in the People section of the issue:
Step 2: Add an approval to a workflow
After you add a user picker to the request form, add an approval to the workflow the request follows. When you add an approval to a workflow, you choose who approves it, and what happens when it is approved or declined.
You need to have the Jira administrator global permission to add an approval to a workflow.
To add an approval step to a workflow:
Go to Settings > Workflows.
Click Edit next to the workflow you want to edit.
Select Diagram view.
Select the status you want to add an approval to.
Make sure the status you want to add the approval to has at least two transitions: one for Approve and one for Decline. You might add another transition if you'd like an agent to be able to transition the request without a response from an approver.
Select Add approval.
Complete the fields, then click Create.
Approval transitions don’t display screens. If a transition goes to a Done status, make sure the request can close by adding a post function that sets a resolution.
Add a new custom field to a project
By default, your service desk project includes an Approvers custom field and a Team custom field from which people can select approvers. You might create more custom fields if your workflow has more than one approval step, or if you want the field to have a different name in the issue view. To add a new custom field to your project, create a new custom field in your Jira site, then add the field to your project. Here's how:
You need to have the Jira administrator global permission to create a new custom field.
- Go to Project settings ( ) > Issues > Custom fields > Add custom field.
- Click Advanced > User Picker (multiple users) > Next.
- Name your field, then click Create. The Screens page displays.
- Select the box next to Jira Service Desk Screen for Project <yourprojectkey>.
- Click Update. The new field is added to your project.
You can use automation rules to auto-approve requests that meet certain conditions. For example, you might auto-approve purchase requests that are under a certain amount.
To set up an auto-approval, go to Project settings () > Automation, then create a custom rule with the THEN action auto-approve. For example, the following rule auto-approves expenses that are less than $5:
When a customer requests an item that is less than $5, the request is automatically approved and transitions to the next status. When a customer requests an item that is greater than $5, the request still goes to approvers. Learn more about creating automation rules.