without apporavls ticket should be visible in JSM

[Kishor Mudhili]

Hello Team,

is there any way, before approvals issue should be visible to Service Desk people.

once approved the issue, then issue shoul be visisble in their queue. how we can configure in JSM

[Walter Buggenhout]

Hi @Kishor Mudhili ,

I am not sure I understand your question correctly. What I can tell you is that you can create multiple queues in your JSM project.

Each queue displays issues based on a JQL filter. And - based on e.g. the issue status or any custom fields - you can create separate lists of issues: a separate queue for new issues that are not approved yet. And a separate queue for issues that have been approved. Starting from this support article on creating a new queue, you can learn more about configuring them.

Hope this helps! 

[Kishor Mudhili]

please see the screenshot.

the issue (Service request ) with pending for approvals. it's assigned to JSM support group. after approve the request then we can able to change the status.

i.e without apporve the request we cannot proceed .so in that case, the ticket should be visible to only approver & Admins. once the approvals completed the it should be visible all.

can we configure like that .????

[Rilwan Ahmed]

Hi @Kishor Mudhili ,

Any user who is part of projects service desk team will be able to view the ticket in any status. 

Regards to the queue, create a new queue where only tickets which are in approved status is displayed. You can use JQL as this "project = ABC and status = Approved" in the queue.

[JM Perrot]

Hello @Kishor Mudhili

Can you give more details about your wanted process ?

If I well understood, you want each issue is visible by the service desk and when the issue has been approved it will appear in a specific queue ?

Regards,

JM