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Suggestion
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Resolution: Fixed
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1,032
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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
Issue Summary
If a user is using a Service Management project that has a workflow that has a screen on the transition event, the screen does not come up.
Steps to Reproduce
- Create a service desk project of type IT Project.
- Create a new Screen Approve
- Add any field to the screen.
- Modify the Change Workflow.
- This by default has the approve/deny transitions.
- Add the screen created to the approve and deny transitions.
- Publish the workflow and reindex JIRA.
- Create a new issue in JIRA service desk(portal or UI).
- Attempt to approve or deny the issue.
Expected Behavior
JIRA would show you the workflow screen you configured to allow you enter expected values(e.g. Comments).
Actual Result
JIRA would automatically perform the transition without the screen ever showing up.
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[JSDSERVER-4789] Screens on Approve/Deny Service Desk Transitions do not appear
Team,
So do we have option to show screen in between transition even when Approval is added?
I do not see that yet in workflow.
We have added Approval condition / Property in between transition from State A & State B & also added screen but while moving that issue from State A to State B only Approval option is visible to concern Approver but screen is not visible.
Hi everyone,
As promised we have just rolled out an additional improvement to the approval comments feature that we released in Jira Service Management 5.7. In Jira Service Management 5.8 approvers can now add attachments to the comments that they leave when they approve or decline a request. If your organization needs additional documentation for any decisions that your approvers make, we have you covered. Thanks to a5485342b45b for this specific feedback as well - we hope it's what you were after!
We’re also adding new audit logs to help you track any changes to your approval workflow.
Learn more about adding comments to approvals
Kind regards,
Charlie Marriott
Jira Service Management Data Center
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 (cc: a5485342b45b). 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
FINALLY, thank you! In addition to the ability to allow approvers to comment, please also allow us to include attachments in the approval screen. An example use case is requiring a user to approve a proof. The user should be able to review the document, approve or deny, and comment with required changes if needed.
Hi everyone,
We’re excited to let you know that we’re starting work on this suggestion. This is on our public roadmap to be delivered Q1-Q2 2023 calendar year.
Improvements to approval workflows allow users to leave a comment for the requestor when approval decisions are made, and for admins to configure whether comments are required for approved and/or declined requests.
Kind regards,
Charlie
Jira Service Management Data Center
Severely impacting our approval process and will come a point when we have to justify continuing to use it
It's been a year since the last update on this. It's still a daily problem for us, and transition conditions and validation configuration also continue to be ignored for approvals/disapprovals.
Has this feature been applied to Jira Service management Cloud?