Approvals with comments

This section describes the example of creating approvals with customer comments

For example, an employee wants to book an apartment and fills in a request form. He chooses the amount of accommodation budget, number of rooms and duration of stay. After creating a request, the approver, for instance - a manager, can approve or reject, and add a comment with reasons. Customer comments on requests improve communication between team members, managers, and organizations.

Create a transition with approval

Steps

To set configuration:

1. Choose Projects at the top of the screen.
2. Choose the service project you want to configure.
3. Create a request type, for example: Business trip, issue type: Task.
4. Go to Workflows section.
   

   

5. Click on the workflow (in our example: with Task issue type).
   

   

6. Go to Edit in the top right corner.
   

   

7. Create Waiting for approval and Canceled statuses.

   

8. Create Approve transition, in this example: from Waiting for approval to Open status.
9. Add conditions for Approve transition.
   Click Approve transition and go to Conditions.
   

   

   Add Only Assignee Condition and User Is In Group (Managers) conditions, and then publish it.
   

   

10. Create Discard transition, in this example: from Waiting for approval to Canceled status.
    Click Discard transition and go to Conditions.
    

    

11. Add conditions for Discard transition.
    Add Only Assignee Condition and User Is In Group (Managers) conditions, and then publish it.
12. Existing Create transition should have the destination Waiting for approval status.
    

    

Result

A new configuration is added.

Add a Generic Event post function

Created Generic Event configuration allows to execute an event which sends notifications to users who are responsible for approval decisions.

Steps

To set configuration:

1. Go to your workflow and click Edit.
2. Click on Create transition.
3. Go to Post Functions.
   

   

4. Click the pen icon to edit a post function.

   

5. Choose the Generic Event to fire.
6. Click Update.
   

   

7. Publish changes.
8. Go to Jira Administration > System > Events.
9. Click on Default Notification Scheme.
   Note

   This configuration allows to send notifications e-mails with information about approval decision.
   Example: In notifications for Generic Event you should choose users/groups/roles (or even a custom field User Picker value) which will get notifications about waiting for approval requests.

Result

Created Generic Event post function is added.

Add an Approve transition

Steps

To set configuration:

1. Go to Jira Administration > Add-ons.
2. Select Workflow Actions from the menu in the Actions for Jira Service Management section.
3. Go to Add or Edit transition and configure a transition.
   
   Note

   Add a required Justification field in transition configuration. To create this custom field, go to Jira Administration > Issues > Fields > Custom fields.
4. Click Add.
   

   

Result

An Approve transition is added.

Add a Discard transition

Steps

To set configuration:

1. Go to Jira Administration > Add-ons.
2. Select Workflow Actions from the menu in the Actions for Jira Service Management section.
3. Go to Add or Edit transition and configure a transition.
4. Click Add.
   

   

Result

A Discard transition is added.

Create a filter in the Issue Navigator

This configuration allows users responsible for approval decisions to find all tickets waiting for approval - in dashboard gadget or e-mail subscription.

Steps

To set configuration:

1. Go to Issues > Search for issues.
2. Define and run your search.
3. Click the Save as link above the search results.
4. Enter a name for the new filter and click Save.
5. Click on Details > New subscription.
   

   

6. Set a filter configuration and click Subscribe.
   

   

Result

A filter configuration is added.

Example of using Approve transition on the Customer Portal

1. Go to Customer Portal and create a request.
2. Click Approve.
   Note

   Obviously, you can choose the Discard option and state the reason for your decision.

   

   
   The Approve dialog box appears.
3. Note a justification and, what is important, you can state the reason for your decision in the Comment section.
4. Click Approve.
   

   

Result

The Approve decision is chosen.