How do I configure different approvers for different applications in a Service Management Project?

[Vinay Sharma]

There are 15 Applications and for each application there is a different approver i.e.,

1) Application-A, approved by Kelly

2) Application-B, approved by Tom

3) Application-C, approved by Den

What is the best way to do it? The applications and approvers may change over a period of time. Hence need a solution for an easy maintenance without a plugin.

[Fabian Lim]

Hi @Vinay Sharma

The way we do it in our organization is using jsm and insight management with help of automation. But you will need a premium jsm license. 

• First you create an insight scheme with the applications objects that include the name and approvers
• Then you create an insight custom field that holds the application objects
• Then when an object is selected at creation, you can use jira automation to edit the approvals customfield based on the above insight customfield object.
• You will then have to ensure that your workflow has the proper approval configuration.
• I'm putting a video tutorial on this and will share it here.

I hope this helps for now to get you started 

[Joseph Chung Yin]

@Fabian Lim - Excellent suggestion.  Can't wait for your video tutorial for this ask.

Best, Joseph

[Fabian Lim]

Here is the post to the video tutorial: https://community.atlassian.com/t5/Jira-Service-Management-articles/How-to-set-automatic-approvers-in-JSM-from-an-Insight-Object/ba-p/2031792#M1694

[Joseph Chung Yin]

@Vinay Sharma -

I agreed with what @Fabian Lim recommended (an excellent input as always).  If you don't want to use Insight or your JSM subscription is not Premium leve, then you can just use Automation for Jira to establish the rule on setting approvers based on your custom application field values.

At a high-level it should be something like -

1) Triggering event - when issue is created.

2) Add condition check, so only fire the actions if your issue created is associated with Service Request with Approval issue type.

3) Add condition check where is based on your application custom field value identified in the request and then set edit action to populate the approvers field with the right approver.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Paul Krueger]

You need a custom field for Application that is selected when the issue is submitted or at some point by an agent.

Then you set up an automation rule to add the Approver when the issue enters the approval status. You'll just do some if, else blocks.