Add an approval step in team-managed service projects

Sometimes a request needs a different person to approve it before it can move along the workflow. Adding an approval to a request type’s workflow means you can choose who approves it, and what happens when it is approved or declined.

You need to be an admin to add an approval step to a request type.

To add an approval step to a request type:

1. From your service project, select Project settings, then Request management, then Request types.

2. Select the request type that you’d like to add an approval step to.

3. Select Edit workflow.

4. Select the status you’d like to add an approval step to.

5. Select Add () next to APPROVAL in the right-hand panel.

6. Select a status to transition to if the issue is approved or declined.

7. Select Next.

8. Under Who chooses approvers?, select who should assign approvers for each issue:

   • Customer selects approvers – This allows customers to assign approvers when raising a request. A field will be added to the 'Customer portal fields' category in the request type's configuration to collect the approvers that the customer specifies.

   • Agent selects approvers – This allows agents to assign approvers when raising a request.

   • Admin selects approvers – This allows admins to specify the people who should always be added as approvers (for example, members of the Finance team). When the approval step is reached, the linked approver field will be automatically filled with these approvers.

9. Under Approver field, select which field to use for approvals. Approver fields are user picker fields that can store a list of people – in this case, the people you want to approve the issue.

10. Under How many of the approvers must approve the request?, select the number of people that need to approve issues for this request type.

    • Note: If any approver declines the issue in either case above, the issue will be Declined.

11. Select Save.

    • This will add the approval to your workflow. The transitions will now show checkmark () and cross () icons, which show the Approved and Declined paths. These transitions will no longer be available while there is an approval pending. Once the approval is approved or declined, the request will transition automatically.

12. Select the Save and close button in the top right to save the changes to your workflow.