Giving the Go-Ahead: Approvals in Jira Service Management

Jira Service Management (JSM) includes a variety of features beyond what is available in Jira Software or Jira Work Management. One of the most powerful features is the ability to require an approval on any request. You can even require that a request be approved before an issue shows up in the service team’s queue. 

Approvals are useful for traditional ITSM processes – think of change management – but are also one of the key features that makes JSM a great solution for non-tech teams. Consider how many HR or Finance processes need to be approved before they can be carried out. Understanding (and being able to demonstrate) how approvals work helps promote Jira adoption by other service teams across the organization.

In my Jira Service Management: Administration course, you’ll learn all about how to set up approval. You’ll learn:

  • What types of requests typically require an approval
  • How approval requirements impact your Jira workflow
  • How to control who can approve a request
  • How to set up multiple layers of approvals
  • Licensing requirements for approvers in Jira
  • How to notify approvers that there is a request they need to act on
  • What happens to requests that don’t get approved
JSM issues and requests have multiple approval states

And who are these “approvers” anyway? We’ll also look at the various ways to define who can approve a request (by request type, change advisory board (CAB) membership, user input etc.)

Adding approval to a JSM workflow

After examining scenarios that typically require an approval, we’ll go through the set up process step by step – from adding the appropriate transitions to your workflow, to customizing your approver notification email message. Then we’ll dig into some of the more advanced features – like forcing an approval or allowing agents to cancel the request. Finally, we’ll use JQL to search for requests that are pending an approval.

The course is designed with precise explanations and real world examples. I also include quizzes and challenges (with solutions) that you can try in your own Jira application to cement your learning. Once you understand how approvals work in Jira, you’ll have a firm foundation for implementing JSM for any service team in your organization.

Take the course on LinkedIn now. Access to my courses and others is included with your Premium subscription.

Rachel Wright’s Jira and Confluence
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Author: Rachel Wright

Rachel Wright is an entrepreneur, Certified Jira Administrator, and author of the Jira Strategy Admin Workbook. She started using Jira in 2011, became a Jira administrator in 2013, and was certified in 2016. She is the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.

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