Approval Delegation for Jira Service Management

Overview

This guide provides detailed instructions for configuring and using approval delegation functionality in Jira Service Management (JSM) projects with Out of Office Assistant. Approval delegation ensures customer service continuity by automatically delegating approval decisions to designated colleagues during absences.

Understanding JSM Approval Delegation

What Is Approval Delegation?

Approval Delegation is a specialized Out of Office feature that:

• Automatically transfers approval responsibilities to designated colleague

• Maintains service level agreements during agent absences

• Preserves approval workflow integrity in JSM projects

• Enables seamless customer service continuity

• Tracks delegation activities for audit and reporting

How Approval Delegation Works

Standard JSM Approval Process:

1. Customer Request: Submitted through service portal or email

2. Approval Required: Workflow identifies approval requirement

3. Approval Assignment: Request assigned to appropriate approver

4. Approval Decision: Approver reviews and approves/rejects request

5. Workflow Continuation: Process continues based on approval outcome

With Out of Office Approval Delegation:

1. Customer Request: Submitted normally through service channels

2. Absence Detection: System detects approver is out of office

3. Automatic Delegation: Request automatically assigned to approval coverer

4. Delegated Decision: Approval coverer makes approval decision

5. Workflow Continuation: Process continues with delegated approval

6. Audit Trail: Delegation tracked for compliance and reporting

Key Benefits

Service Continuity:

• No Approval Bottlenecks: Requests continue processing during absences

• SLA Compliance: Service level agreements maintained automatically

• Customer Satisfaction: Reduced delays in customer service delivery

• 24/7 Operations: Supports round-the-clock service operations

Operational Efficiency:

• Automatic Process: No manual intervention required for delegation

• Audit Compliance: Complete tracking of delegation activities

• Team Coordination: Structured approach to approval coverage

JSM Project Requirements

Project Configuration Prerequisites

JSM Project Setup:

• Jira Service Management License: Active JSM license for project

• Approval Workflows: Configured approval steps in project workflows

• Service Desk Portal: Active customer portal for request submission

• Agent Permissions: Appropriate agent permissions for approval delegation

Workflow Requirements:

• Approval Steps: Workflows must include approval transition steps

• Approver Assignment: Clear assignment of approval responsibilities

• Conditional Logic: Workflow conditions that support delegation

• Status Management: Proper status transitions for approval states

User Permission Requirements

For Original Approvers (Setting Up Delegation):

• JSM Agent Access: Active agent access to JSM projects

• Approval Authority: Existing approval permissions in workflows

• Out of Office Access: Ability to create absence rules

• Administrative Rights: Permission to configure delegation settings

For Approval Coverers (Receiving Delegated Approvals):

• JSM Agent License: Active JSM agent license

• Project Access: Agent access to relevant JSM projects

• Approval Permissions: Approval authority in project workflows

• Customer Interaction: Permissions for customer communication

• Workflow Authority: Rights to transition issues through approval states

Configuring Approval Delegation

Accessing Approval Delegation Configuration

Navigation Path:

1. Open Out of Office Assistant: Apps → Out-Of-Office Assistant

2. Create New Rule: Click “Add rule for myself”

3. Locate Approval Section: Find “Coverer for Approvals” in the form

Step-by-Step Configuration

Step 1: Configure Basic Rule Information

Set Rule Timing:

1. Start Date: Define when approval delegation begins

2. End Date: Set when delegation automatically ends (optional)

3. Scope Configuration: Select JSM projects

Step 2: Configure Approval Coverer

Primary Approval Coverer Selection:

1. Click “Coverer for Approvals” dropdown

2. Type colleague’s name who will handle approval decisions

3. Select from dropdown when name appears

4. Verify selection shows in the field

Approval Coverer Selection Criteria:

• JSM Experience: Familiarity with JSM workflows and customer service

• Approval Authority: Understanding of approval criteria and policies

• Availability: Confirmed availability during entire absence period

• Customer Skills: Professional customer communication abilities

• Business Knowledge: Understanding of organizational policies and procedures

Advanced Delegation Configuration

Custom Approval Messages

Delegation Communication Setup:

Customer-Facing Communication:

• Professional Language: Use formal, customer-appropriate language

• Clear Instructions: Provide clear guidance for customers

• Contact Information: Include relevant contact details for urgent matters

• Timeline Expectations: Set appropriate expectations for approval timing

JSM Workflow Integration

Approval Workflow States

Standard JSM Approval States:

• Open: Initial request state

• In Progress: Request being processed

• Waiting for Approval: Pending approval decision

• Approved: Approval granted, process continues

• Rejected: Approval denied, request handled accordingly

• Resolved: Final resolution provided to customer

Customer Communication During Delegation

Transparency Options:

• Visible Delegation: Customers informed of delegation arrangement

• Transparent Process: Customers see delegation in issue comments

• Direct Communication: Approval coverer identified as decision maker

• Professional Handling: Consistent service quality maintained

Communication Best Practices:

• Prompt Response: Acknowledge delegation promptly

• Clear Status: Provide clear status updates to customers

• Professional Tone: Maintain professional customer service standards

• Escalation Path: Provide clear escalation options for complex requests

Compliance and Audit Considerations

Delegation Documentation

Audit Trail Requirements:

• Delegation Setup: Record of delegation configuration and timing

• Decision History: Complete history of delegated approval decisions

• Authority Documentation: Evidence of proper delegation authority

• Policy Compliance: Verification of policy adherence in delegated decisions

Documentation Best Practices:

Regulatory Compliance

Compliance Frameworks:

• SOX Compliance: Proper authorization and approval controls

• GDPR Requirements: Data privacy considerations in delegation

• Industry Standards: Sector-specific approval requirements

• Internal Policies: Organizational governance and approval policies

Risk Management:

• Authority Limits: Clear limits on delegation authority

• Escalation Procedures: Defined escalation for high-risk decisions

• Review Processes: Post-delegation review of critical decisions

• Control Testing: Regular testing of delegation controls

Approval Delegation Status: ✅ COMPLETE
Next Step: Service Desk Customer Notifications