Approval with groups

[Maro Hamamjyan]

Hello, 

I needs to have approval process where should participate 4 groups, in each group for ex. 3 users, and in case someone from any groups approves/declines, the system should understand that it was approved by the group where the user is. In other words I needs to have this: Grop_A, Group_B, Group_C and users users1inGroupA, users2inGroupA, users3inGroupA

users1inGroupB, users2inGroupB, users3inGroupB

users1inGroupC, users2inGroupC, users3inGroupC

So I needs to have 3 approvals, if for ex. users1inGroupA approves this should be understand as one approval for entire GroupA, if for ex. users2inGroupB approves it means GroupB has also approved, if users1inGroupC approves this should mean that GroupC has approved as well and then I will get 3 approvals and the status should be changed.

This method is not possible to use in Service Desk, so I thought maybe I can send notifications to all users in all groups, ask them to comment OK's in the comment field and then someone would see if all Ok's are there would proceed the ticket, but all users are not agents (have no license), so sending them notifications is not possible as well.

I also thought to automatically make them watchers/request participants/share tickets with them in postfuntions, so then they will be notified and can start their discussion, but didn't find the way for that as well.

Please advice what can be done in this case, preferably without using any additional add-on.

Thanks

[Angélica Luz]

Hi Maro,

Currently, it's not possible to set approval for groups as you mentioned. We have a feature request suggesting this:
- https://jira.atlassian.com/browse/JSDCLOUD-4531

Related to the notification, they will also not receive due to what you mentioned: License.
Approvers receive customer notification, so they don't need a license, but we can't set groups as approvers.

Related to automation to add them as a participant, our automation does not have this functionality:
- https://jira.atlassian.com/browse/JSDCLOUD-1530
The suggestion on the feature is to use Scriptrunner that it's an add-on:
- How to Automatically Add Request Participants when Creating an Issue

Watchers are only internal users with a license, so we will not be able to add the users in those groups as watchers as well.

Regards,
Angélica