JSM Approvals

Jira Service Desk allows you to specify if an approval is needed before a request can be fulfilled. Setting up an approval in JSM entails adding and configuring a custom user-picker field, and adding an approval step to your workflow. Once an approval is in place, designated approvers can access, and either approve or decline the request via the JSM portal. If you are using ProForma forms on the portal, the approver will be able to see the request form and the information the customer submitted.


Approval Forms

There may be situations that where you need to collect more information from an approver than a simple "Approve" or "Decline". Approval may be temporary - limited to a certain window in time. Or the person giving approval may need to specify a cost code, or list conditions for the approval. Creating approval forms in ProForma allows you to collect specific, structured information from Approvers. This can be especially helpful if you have complex compliance requirements.

To use a form on an approval, create your template in the form builder. If you want to combine your approval form with automation, then add an approval step to your workflow following the instructions in Atlassian's documentation.

Alternatively, you can manually add the approval form to the request.

Approval Forms and Automation
Approval forms can be combined with ProForma automation to streamline processes and improve compliance. You can set an automation rule to add the Approval form when the issue reaches the Under Review/Awaiting Approval status. Then set a workflow validator to ensure that the approval forms is attached and submitted before the issue can be resolved.

Jira Licenses
If you are using an approval form, the approver will be accessing the issue as an agent and will therefore require a Jira license:

License Requirements — JSM Approval without Approval Form:

  • Person making the request - no license required

  • Team members handling the request - JSM license required 

  • Person approving request - no license required

License Requirements — JSM Approval with Approval Form:

  • Person making the request - no license required

  • Team members handling the request - JSM license required 

  • Person approving request - Jira license required