Learn how to succeed in your role as a service desk agent.
Some requests might need approval before your team can work on them. For example, a manager might approve leave requests, or an IT manager might approve new system accounts. People don't need a Jira Service Desk license to approve requests — they just have to be customers of the service desk project.
Here's how approvals fit into the request workflow:
A person sends a request via the portal or email.
When the request transitions to a status that needs approval, the approver is notified that there's a pending approval.
In the customer portal, the approver approves or declines the request.
The request transitions to the next status in the workflow. The customer will then receive notifications if the approver adds a comment to the request.
Some requests might need approval before your team can begin working on them.
Create a pre-set list of approvers for your request workflow.
Create more custom fields if your workflow has more than one approval step.
When you add an approval to a workflow, you can choose who approves it, and what happens when it is approved or declined.
Choose approvers for your customers by setting up a pre-set list of approvers.
When setting up approvals, you can allow customers to choose approvers by adding a user picker field to the request form.
Allow approvers associated with a service to flag, review, and approve changes to reduce the risk of impacting service quality.
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