Set up approval steps

Adding an approval step to a workflow means that specific team members must approve issues before they move along to the next status in that workflow.

To require approval for an issue, you’ll need to make sure the right fields are available, and add an approval step to the relevant workflow status.

1. Use or create fields for entering approvers

By default, your IT service management (ITSM) service project comes with an Approvers field for adding individual approvers, and an Approver groups field for adding groups of approvers. If desired, you can also create your own custom fields for approvals.

These fields are where you (or your customers) define who can approve the issue. You can enter people or groups into the field manually for each issue, or:

• allow customers to choose approvers

• define approvers in advance based on the request type

• automatically require approval from approvers associated with a service

• request approval from Change Advisory Board (CAB) members

2. Add the approval step to a workflow status

Add an approval step to a workflow to choose which workflow the approval step will be added to, and which status the approval will be required for.

Example

In the workflow below, the issue goes to approvers right after it's created.