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Submitted URL: http://docs.atlassian.com/jira/jsd-docs-0512/Approving+a+service+project+request
Effective URL: https://confluence.atlassian.com/servicemanagementserver0512/approving-a-service-project-request-1306299592.html
Submission: On December 03 via api from FR — Scanned from NL
Effective URL: https://confluence.atlassian.com/servicemanagementserver0512/approving-a-service-project-request-1306299592.html
Submission: On December 03 via api from FR — Scanned from NL
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Products
JIRA SERVICE MANAGEMENT SUPPORT
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Jira Service Management Data Center and Server 5.12
Documentation
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Data Center 5.12
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APPROVING A SERVICE PROJECT REQUEST
WORKING WITH ISSUES
* Attaching files and screenshots to issues
* Creating issues and sub-tasks
* Editing and collaborating on issues
* Logging work on issues
* Approving a service project request
* Customizing the issues in a project
ON THIS PAGE
RELATED CONTENT
* Setting up approvals
* Managing service project notifications
* Adding request participants
* 5. Add approvals to your workflow
* Introduce customers to your service project
* Managing access to your service project
* Fulfilling service requests with your IT service desk
* View requests in the help center
* 3. Create and update custom fields
* Troubleshooting issues with request types
STILL NEED HELP?
The Atlassian Community is here for you.
Ask the community
Jira Service Management projects have an option to include an approval step and
assign approvers to their issues. You may be asked to approve a service request
if you've been assigned the role of "approver". When this happens, you'll
receive an email notifying you that your approval is required. If the Request
Details and Approval buttons variables have been added to the project's approval
notifications template, you can action the request from within the email. If
not, there will be a link to the customer portal where you can view and action
the request.
HOW TO APPROVE AND DECLINE FROM THE CUSTOMER PORTAL
tip/resting Created with Sketch.
Pro tip: Ask your Project Administrator to add Request details and Approval
buttons to your approval notifications template, so you can quickly action a
request from within your email. See Managing service project notifications.
It's likely that you've upgraded from a version of Jira Service Management prior
to 3.12, and the approval notifications template hasn't been updated.
1. Navigate to the service desk customer portal by either selecting the link in
your email, or entering the URL.
2. View the approval request and review the supporting information.
3. Leave a comment by selecting Add below the comment field. Depending on the
settings in the project’s workflow, your comment may or may not be required.
Even if it’s not required, it helps to let the customer know why you
responded the way you did, especially if you’re declining the request.
4. Select Approve or Decline. If a comment is required, you will need to
provide a comment in the Approve this request or Decline this request
dialogs.
Note that even if you’ve already added a comment to the request, you'll
still need to enter a comment to proceed.
5. The customer will receive a notification of the selected action you have
taken.
1. Approvals section, which lists the appointed approvers for the request. This
section only appears when there are pending approvals for the request.
2. When a request is approved, the Approvals section disappears, and details
about the approval will be added to the Activity section.
For example, Your request was APPROVED and the status changed to Waiting for
support.
HOW TO APPROVE AND DECLINE FROM EMAIL
Good news! You're using the default approval notifications template.
1. View the approval request and decide what action you'd like to take.
2. Select either the Approve or Decline button within the email. If you aren't
logged into the customer portal, you will be prompted to do so. You'll then
see:
1. If you hit Approve, a confirmation screen.
2. If you hit Decline, a screen prompting you to leave a comment and confirm
your decision. Depending on the settings in the project’s workflow, your
comment may or may not be required. Even if it’s not required, it helps
to let the customer know why you’re declining the request.
3. The customer will receive a notification of the selected action you have
taken.
1. Approval buttons, that let the approver action requests from within their
email.
2. Request details, that show the full details of a request (including request
type, summary, creation date, and the same fields chosen in the request type
settings).
If you're the only approver required on the request, and you approve it, the
request will be moved to the status defined in the workflow for the approve
transition. If there is more than one approval required, the status will remain
the same until all approvers have responded, and your approval will be noted on
the request.
If you decline a request (or any of the approvers decline it), it's
automatically moved to the status as defined in the workflow for the decline
transition, and your response is noted on the request.
Last modified on Oct 25, 2023
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RELATED CONTENT
* Setting up approvals
* Managing service project notifications
* Adding request participants
* 5. Add approvals to your workflow
* Introduce customers to your service project
* Managing access to your service project
* Fulfilling service requests with your IT service desk
* View requests in the help center
* 3. Create and update custom fields
* Troubleshooting issues with request types
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