JSM Service Request Approvals

[Joey Klein]

looking for a 'best practice' for approving service requests.  Is it advised to create an opsgenie service and have the responding team set as the approvers in the workflow or to just use a group?  Not finding much online here. 

[Brant Schroeder · Accepted solution]

@Joey Klein 

This is a great question and while the documentation gives some examples and how to set them up it really does not provide a best practice.  https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/

I believe the reason there is no best practice on how to set up approvals is that it really depends on your business process and what you are trying to accomplish.  For instance, I have had approvals done by a single user due to the business process and only that one individual having the ability to make the approval.  In other cases, we have used a group where all individuals have to approve or just a single user.   I have also had it set up where the individual chose someone out of a group (user picker) to approve the request when they submit it.  

If you have a certain business case then individuals can share experiences and make a recommendation.  As a blanket recommendation / best practice I would recommend looking at the business process the approval is serving and determine what is best for it.  

[joey_klein]

Thanks @Brant Schroeder   We have ‘special projects’ that need to go through an intake and approval process. It’s a simple workflow with an approved or declined decision. Approval will come from a member of the ‘steering committee’ so I’m torn between having a group for these folks to be in vs creating a service and creating a team. Ideally different projects  would be routed to different approval groups/teams based on values in the request without having to create different request or issue types

[Brant Schroeder]

@Joey Klein I would have a single request and have some logic on the workflow as to where is it routed.  If you have JSU or ScriptRunner this would be the cleanest route and I would use groups as you said.

[Brant Schroeder]

@Joey Klein I guess I should have also put out there that you could use automation to make the assignment as well on issue creation.  Sometimes I get caught up in old school approach and I leave this out, so no need to purchase an app for this.

[Joey Klein]

awesome.  thanks a ton.  for whatever reason, creating a service and using an opsgenie team was easier to config even though i know 'special project' isn't really a service