-
Suggestion
-
Resolution: Fixed
-
279
-
4
-
Hi everyone,
We’re excited to let you know that we have shipped Comments for approvals in Jira Service Management Data Center 5.7 (20th March 2023).
Approvers will now see a transition screen after they select Approve or Decline on a request. They can leave a comment explaining their decision on the new screen. In this release, the transition screen will appear when approving requests in the customer portal and the agent view.
Commenting on approvals comes with an extra perk—making the comments required. Jira admins can access new settings when editing or adding approval steps in workflows. By selecting the Comment required when approving and Comment required when declining checkboxes, you’re guaranteed to get some important input from approvers.
Whether it’s an explanation of why a request is declined or additional evidence needed to support an approval that you need to keep track of, comments from approvers will improve the approval processes in your organization.
Learn more about configuring approvals in Jira Service Management
Please also note that the upcoming 5.8 version will allow approvers to add attachments to the comments that they leave when they approve or decline a request. We’re also adding new audit logs to help you track any changes to your approval workflow.
Kind regards,
Charlie Marriott
Jira Service Management Data Center
Problem Definition
Currently the design for Approval/Decline button is separated from the comments. If a user adds a comment and clicks on approve/decline, the comment will be lost as the page is refreshed. The issue is transitioned but no comments would be added.
Suggested Solution
- Use the functionality of a JIRA transition screen where if a an issue is transitioned, a screen to displayed to select required fields and add a comment. Click on add will save the comment and transition the issue.
- Add a warning if the comment is not added and Approve/Decline is selected, the comment will be lost.
Workaround
Add a comment separately from Approving/Declining the request.
- is related to
-
- Closed
- relates to
-
- Closed
-
- Closed
-
- Gathering Interest
-
- Gathering Interest
[JSDSERVER-3855] Embed Approve/Decline button with Comments
Very interested to know if this is also included in the cloud version?
@Charlie Marriott
does it affect for long term support version?
5.4.5 does it include improvement?
@Charlie,
Firstly, thanks so much for the speedy replies and updates. We really appreciate!
Good news regarding the ProForma app compatibility. Thanks again.
Hi e608adc2ba08,
Thank you for pointing that out. I've just spoken with the Forms team and have confirmed that they are testing the ProForma app with the latest versions of Jira Service Management and Jira Software Data Center.
All going to plan, we should have version compatibility updated by the end of next week.
Kind regards,
Charlie Marriott
Jira Service Management Data Center
@Charlie Marriott,
Great that Comments for approval feature has shipped and more related is coming in JSM 5.8. However, our DC Admin has pointed out that Atlassian's Proforma plugin is only compatible to JSM 5.5.1. so we can't upgrade. Why would Atlassian block its own upgrade path with one of their key add ons? Is compatibility with Proforma and the ability to upgrade soon, for those using it expected soon?
Hi 71074b8abd43,
Thank you for your question. Atlassian stopped building new features for Server products on the 2nd of February 2021. We’ll continue to provide bug fixes for Server products until the 15th of February 2024. Look out for the blue "Data Center" icon on our release notes to find out which features have been shipped to DC.
Kind regards,
Charlie Marriott
Jira Service Management Data Center
@charli why this feature is available only for DC? can we get it at server as well?
Hi everyone,
We’re excited to let you know that we have shipped Comments for approvals in Jira Service Management Data Center 5.7 (20th March 2023).
Approvers will now see a transition screen after they select Approve or Decline on a request. They can leave a comment explaining their decision on the new screen. In this release, the transition screen will appear when approving requests in the customer portal and the agent view.
Commenting on approvals comes with an extra perk—making the comments required. Jira admins can access new settings when editing or adding approval steps in workflows. By selecting the Comment required when approving and Comment required when declining checkboxes, you’re guaranteed to get some important input from approvers.
Whether it’s an explanation of why a request is declined or additional evidence needed to support an approval that you need to keep track of, comments from approvers will improve the approval processes in your organization.
Please also note that the upcoming 5.8 version will allow approvers to add attachments to the comments that they leave when they approve or decline a request. We’re also adding new audit logs to help you track any changes to your approval workflow.
Learn more about configuring approvals in Jira Service Management
Kind regards,
Charlie Marriott
Jira Service Management Data Center
If there is an alpha rollout of this for testing, I would like to volunteer our organisations instance
This would save a lot of unnecessary back and forth trying to get more information from our clients
Hi Team,
Making a comment or reason mandatory is important for any audit trail relevant workflow. Since Jira is now actively being used in the business world this becomes critical. Could this be prioritized please? Since the functionality in Jira already exists, the development effort should be minimal + any other Service Management System (e.g. Ivanti, Service Now) are able to do this.
Cheers & thx,
Andreas
Ahoj Petře, keep calm. There are many tickets which can already drink alcohol. Meaning, they are over 18 years old 
Guys, you´re gathering interest since 2016. Customers are expecting this to achieve out of the box, like it is in any other ITSM software. I bet you could do better and implement it, don´t let your customers wait for years to get such an simple function.
Hi
This is available with other transitions on the portal, like Escalate or Resolve... as well coming with the JSD system wf called "Service Request with Approvals", but not for transitions Approve/Decline...
Why not with Approval/Decline transitions?
Thanks!
Hi got customer with the dealbreaker of "Mandatory reason for Approve / Decline" via comment. They are going to (or not) pay for 500 agents license. Any chance to prioritize this dear Atlassian? Its your money ...
In my case a customer wants a mandatory explanation on why the ticket got approved or declined, which definitly makes sense. It would be very nice to have that connected with the approval action. Yes please, go for it.
This is very important for us because naive users fail every day making a decision and comment the issue at the same time!
You can make it easy to solve by re-using the comment screen if the user resolves an issue via Customer Portal. Please please, go for it!
What about cloud?