Some requests might need approval before your team can work on them. For example, a manager might approve leave requests, or an IT manager might approve new system accounts. People don't need a Jira Service Desk license to approve requests—they just have to be customers of the service desk project.

Here's how approvals fit into the request workflow:

1. ポータルまたはメールを介してリクエストを送信する。
2. リクエストが承認を必要とするステータスに遷移すると、承認者は、保留中の承認があることが通知されます。
3. カスタマーポータルでは、承認者はリクエストの承認、あるいは否認をします。
4. リクエストはワークフローの次のステータスに遷移し、顧客は承認者のコメントの追加を通知されます。

承認の設定

To require approval for a request, you can add an approval to the workflow the request follows.

To add an approval:

1. Choose who can approve the request. You can have customers choose approvers from a list, or you can send requests to a pre-set list of approvers. For example, in the following screenshot, the customer can search for their manager in a list:
   
   To do this step, add a user picker field to the request form. Learn how.
2. Choose when in the workflow the request goes to approvers. In the following workflow, the request goes to approvers right after it's created:
   
   To do this step, add an approval step to the workflow the request follows. Learn how.

Add a user picker to the request form

When setting up approvals, you can either allow customers to choose approvers by adding a user picker field to the request form or you can choose approvers for your customers by setting up a pre-set list of approvers.

By default, your project comes with the Approvers field that you can use for approvals. If you want to use a different field, see Add a new custom field to a project.

Allow customers to choose approvers

To allow customers to choose approvers:

1. From your service desk project, go to Project settings > Request types. 

2. Find the request type you want to add approvers to, then select Edit fields > Add a field.

3. Select the Approvers field, then click Apply. The following screenshots show the Approvers field in the project, and how it appears to customers on a request form:

   エージェントに表示される内容

   カスタマーに表示される内容

4. Optionally, change the Display name, Required, and Field help to give your customers more detail.

Set up a pre-set list of approvers

To set up a pre-set list of approvers:

1. Make sure you've followed the steps to allow customers to choose approvers.

2. ユーザー ピッカー カスタム フィールドをリクエストに追加します。

3. 次に、フィールドの [アクション] > [非表示]に進みます。  

4. Enter the users who can approve the request, then click Set. The approvers display in the issue and are notified when the request needs approval. The following screenshot shows how the approvers display in the People section of the issue:

Add an approval to a workflow

After you add a user picker to the request form, you can add an approval to the workflow. When you add an approval to a workflow, you choose who approves it, and what happens when it is approved or declined.

ワークフローに承認ステップを追加するには：

1. Go to Project settings > Workflows.

2. ワークフローの隣に 編集 をクリックします。

3. Select the Diagram view.

4. Select the status you want to add an approval to. Make sure the status you want to add the approval to has at least two transitions: one for Approve and one for Decline. You might add another transition if you'd like an agent to be able to transition the request without a response from an approver.

5. 承認を追加 を選択します 。

6. フィールドの設定を完了し、新規作成 ボタンを押下します。

新しいカスタム フィールドをプロジェクトに追加する

By default, your service desk project includes an Approvers field from which people can select approvers. You might create more custom fields if your workflow has more than one approval step, or if you want the field to have a different name in the issue view. 

To add a new custom field to your project: create a new custom field in your Jira site, then add the field to your project. Here's how:

1. Go to Jira settings > Issues > Custom fields.
2. Select Add custom field.
3. [詳細設定] > [ユーザー ピッカー] (複数ユーザ) > [次へ] をクリックします。
4. フィールドに名前を付けて、[作成] をクリックします。[画面] ページが表示されます。
5. [<yourprojectkey>プロジェクトの Jira Service Desk 画面] の横にあるボックスを選択します。
6. [更新] をクリックします。新しいフィールドがプロジェクトに追加されます。

リクエストの自動承認

You can use automation rules to auto-approve requests that meet certain conditions. For example, you might auto-approve purchase requests that are under a certain amount. Learn more about creating automation rules.

To set up a rule that auto-approves expenses that are less than $5:

1. From your service desk project, select Project settings () > Automation.
2. Select Add rule > Create a custom rule > Continue.
3. Set the following rule:
   • Name: Auto-approve small expenses
   • Description: choose the conditions of your rule
   • When this happens: Issue created
   • If these match: budget <= "5"
   • Then do this: Automatically approve
   
4. Click Save to create your rule.