Learn how to succeed in your role as a service desk agent.
What are approvals?
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. Approvers don't need a Jira Service Desklicense 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 help center 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 help center, the approver approves or declines the request.
The request transitions to the next status in the workflow, and the customer is notified of any comments that the approver added.
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