{"id":7632,"date":"2022-05-04T11:44:55","date_gmt":"2022-05-04T09:44:55","guid":{"rendered":"https:\/\/actonic.de\/blog\/2022\/05\/04\/aenderungen-im-jsm-genehmigungs-workflow-auch-auf-offene-tickets-anwenden\/"},"modified":"2023-03-29T11:52:22","modified_gmt":"2023-03-29T09:52:22","slug":"jira-service-management-approval-workflow","status":"publish","type":"post","link":"https:\/\/actonic.de\/en\/jira-service-management-approval-workflow\/","title":{"rendered":"Apply JSM approval workflow changes to pending status tickets"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<\/p>\n<h2 id=\"Background-situation-of-JSM-approval-workflow-change\" data-renderer-start-pos=\"1102\">Background situation of JSM approval workflow change<\/h2>\n<p data-renderer-start-pos=\"1156\">Example: A company has a specific<strong data-renderer-mark=\"true\"> workflow in Jira Service Management<\/strong> that requires <strong data-renderer-mark=\"true\">approval <\/strong>from four people before changing the status of the ticket. Only when all four people <span id=\"c5828386-e491-47d7-8cdd-0b16209eb84d\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"c5828386-e491-47d7-8cdd-0b16209eb84d\">approve<\/span>, the JSM ticket processing can start.<\/p>\n<p data-renderer-start-pos=\"1381\">The image shows the workflow that our project uses:<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7612&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]This image visualizes that all four people with approval function must a<span id=\"67aef6ee-c52c-4544-b7b3-552d417dc470\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"67aef6ee-c52c-4544-b7b3-552d417dc470\">gree before changing the status.<\/span>[\/vc_column_text][vc_single_image image=&#8221;7614&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"1548\">In our example<span id=\"456f3a72-206d-43ba-b71c-b20da2879949\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"456f3a72-206d-43ba-b71c-b20da2879949\">, t<\/span>he settings of the approval workflow are now changed: Now, only the approval of one person is necessary to change the status. So now the ticket status will be changed as soon as one of the four people (no matter if 1, 2, 3 or 4) approves the ticket.<\/p>\n<p data-renderer-start-pos=\"1816\">Below, you can see the new configuration:<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7616&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<h2 id=\"Problem\" data-renderer-start-pos=\"1862\">Problem<\/h2>\n<p data-renderer-start-pos=\"1871\">In Jira Service Management, we also have open tickets in pending status that were <strong data-renderer-mark=\"true\">created before the workflow modification<\/strong>. Although we have updated the workflow and the tickets are connected to the new workflow, we need to manually adjustments to <strong data-renderer-mark=\"true\">synchronize the pending status tickets with the new settings<\/strong>.<\/p>\n<p data-renderer-start-pos=\"2182\"><span id=\"af3e6e38-884f-4d45-94fd-cb62e52ac2cc\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"af3e6e38-884f-4d45-94fd-cb62e52ac2cc\">This is <\/span>because although all tickets, including <span id=\"d75c55d4-9f5c-4165-ae7b-2ae5b779496c\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"d75c55d4-9f5c-4165-ae7b-2ae5b779496c\">older<\/span> ones, now say &#8220;1 approval needed&#8221;, the settings for pending status tickets are still the same<span id=\"8948963e-0789-4a36-b956-11a33a937430\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"8948963e-0789-4a36-b956-11a33a937430\">.<\/span><\/p>\n<h2 id=\"Solution\" data-renderer-start-pos=\"2332\">Solution<\/h2>\n<p data-renderer-start-pos=\"2342\">Unfortunately, there is no simple solution with bulk changes here, because you don&#8217;t have the same approving person for every ticket.<\/p>\n<p data-renderer-start-pos=\"2477\">At this point, we would like to share a <strong data-renderer-mark=\"true\">groundbreaking solution<\/strong> with you that our<strong data-renderer-mark=\"true\"> Actonic Consultants<\/strong> have figured out on their own.<\/p>\n<p data-renderer-start-pos=\"2611\">Here&#8217;s how it works:<\/p>\n<p data-renderer-start-pos=\"2633\"><strong data-renderer-mark=\"true\">Step 1: <\/strong>First, we make sure that the old tickets are also using the same workflow to rule out the possibility that the error lies in the workflow. We do this by clicking on <strong data-renderer-mark=\"true\">&#8220;View Workflow&#8221;<\/strong> in the status of the ticket.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7628&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_single_image image=&#8221;7630&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<strong data-renderer-mark=\"true\">Step 2:<\/strong> Next, we open one of the old tickets in pending status that needs to be updated with the new configuration. We <strong data-renderer-mark=\"true\">export this ticket to XML format<\/strong> to find the issue type ID.[\/vc_column_text][vc_single_image image=&#8221;7618&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"3041\"><strong data-renderer-mark=\"true\">An <span id=\"2d775565-6245-4347-abc9-ed9ff75ab75c\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"2d775565-6245-4347-abc9-ed9ff75ab75c\">issue type ID<\/span><\/strong> is required from <strong data-renderer-mark=\"true\">each non-working ticket.<\/strong> We will identify them during our testing process.<\/p>\n<p data-renderer-start-pos=\"3151\"><strong data-renderer-mark=\"true\">Step 3:<\/strong> We open the downloaded file with any text editor and copy the issue type ID and save it, because we need it later.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7620&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"3278\">We repeat this step for all affected issue types.<\/p>\n<p data-renderer-start-pos=\"3329\"><strong data-renderer-mark=\"true\">Step 4:<\/strong> Then we use a <strong data-renderer-mark=\"true\">Postgres client app<\/strong> to open the JSM database. In our example, we use the app <strong data-renderer-mark=\"true\">&#8220;Beekeeper Studio&#8221;<\/strong> for Mac. It is a freeware that allows us to edit things in the database.<\/p>\n<p data-renderer-start-pos=\"3521\"><strong data-renderer-mark=\"true\">Step 5:<\/strong> Now we select the database which is connected to our Jira Service Management. As next, we pick the <strong data-renderer-mark=\"true\">public <\/strong>folder and then the <strong data-renderer-mark=\"true\">approval <\/strong>folder, s<span id=\"b60eba46-89c7-4e9b-add6-41198a221834\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"b60eba46-89c7-4e9b-add6-41198a221834\">o here it\u2019s the ta<\/span>ble <strong data-renderer-mark=\"true\">&#8220;AO_56464C_APPROVAL&#8221;.<\/strong><\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7622&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text el_class=&#8221;info-box-general&#8221;]<strong data-renderer-mark=\"true\">Backup time: <\/strong>Please remember to make a backup of the database before making any changes.[\/vc_column_text][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"3816\"><strong data-renderer-mark=\"true\">Step 6:<\/strong> In the approval folder, we will find the <span id=\"0cd6911f-51d3-4e1a-99a3-a904f28bb753\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"0cd6911f-51d3-4e1a-99a3-a904f28bb753\">issue type IDs<\/span> we need. Because we are not looking for the tickets, we are looking for the issue type IDs that we already <span id=\"0e09f066-be84-4f24-8526-e892e054719a\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"0e09f066-be84-4f24-8526-e892e054719a\">have <\/span>researched and saved.<\/p>\n<div class=\"fabric-editor-block-mark fabric-editor-indentation-mark\" data-level=\"1\">\n<p data-renderer-start-pos=\"4015\"><span id=\"dde8aed7-75fd-4a58-a7b2-bedd3fc4334c\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"dde8aed7-75fd-4a58-a7b2-bedd3fc4334c\">Th<\/span>is approach with the Issue-Type IDs is<strong data-renderer-mark=\"true\"> the fastest way <\/strong>to get to our goal. If we wanted to change the individual tickets, that would take a lot more resources. You might have a million tickets, but you certainly don&#8217;t have that many issue type IDs in your organization for a single project.<\/p>\n<\/div>\n<p data-renderer-start-pos=\"4309\">In our case, we came up with IDs <strong data-renderer-mark=\"true\">11000<\/strong>, <strong data-renderer-mark=\"true\">11001<\/strong>, and <strong data-renderer-mark=\"true\">11002<\/strong>.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7624&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"4371\"><strong data-renderer-mark=\"true\">Here&#8217;s the twist: <\/strong>For these IDs, we change <strong data-renderer-mark=\"true\">&#8220;APPROVE_CONDITION_TYPE&#8221;<\/strong> from <strong data-renderer-mark=\"true\">&#8220;percent&#8221;<\/strong> to <strong data-renderer-mark=\"true\">&#8220;number&#8221;.<\/strong> We also change <strong data-renderer-mark=\"true\">&#8220;APPROVE_CONDITION_VALUE<\/strong>&#8221; from <strong data-renderer-mark=\"true\">&#8220;100&#8221;<\/strong> to <strong data-renderer-mark=\"true\">&#8220;1&#8221;.<\/strong><\/p>\n<p data-renderer-start-pos=\"4530\"><strong data-renderer-mark=\"true\">Step 7: <\/strong>We then save the changes and go to our administration in Jira Service Management. Here, we open a new browser tab and log in as <strong data-renderer-mark=\"true\">&#8220;Approver A&#8221;.<\/strong> In our case, this is one of the people who can approve a ticket.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;7626&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; onclick=&#8221;link_image&#8221;][vc_column_text]<\/p>\n<p data-renderer-start-pos=\"4749\">Now we can open an old ticket and check if our database <span id=\"68175423-3994-4a33-b4bc-78adb8da3981\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"68175423-3994-4a33-b4bc-78adb8da3981\">change<\/span>s worked.<br \/>\nWe click on <strong data-renderer-mark=\"true\">&#8220;Approve&#8221;<\/strong> and see that the ticket status has been changed to<strong data-renderer-mark=\"true\"> &#8220;Waiting for support&#8221;<\/strong> and that there is only on<span id=\"7551300f-e506-41e0-9962-30e797b66144\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"7551300f-e506-41e0-9962-30e797b66144\">e approval necessary.<\/span><\/p>\n<p data-renderer-start-pos=\"4964\">So the workflow change has been applied to the pending status tickets<span id=\"6ad7eb7a-4008-4895-8eaa-970367db26be\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"6ad7eb7a-4008-4895-8eaa-970367db26be\"> as wel<\/span>l now.<\/p>\n<p data-renderer-start-pos=\"5048\">Problem solved.<\/p>\n<h2 id=\"Conclusion\" data-renderer-start-pos=\"5065\">Conclusion<\/h2>\n<p data-renderer-start-pos=\"5077\"><span id=\"f5cf7f72-64f1-4651-9002-8d844ac42bc4\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"f5cf7f72-64f1-4651-9002-8d844ac42bc4\">If you have the <\/span>problem of new settings to be applied to <strong data-renderer-mark=\"true\">approval workflows in JSM<\/strong>, there is no bulk change solution. If you a<span id=\"61284236-82e2-486f-b140-139d9602985a\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"61284236-82e2-486f-b140-139d9602985a\">sk the At<\/span>lassian Support for help, you get the answer that you should <strong data-renderer-mark=\"true\"><span id=\"b8ac07a2-e354-47b5-a26a-772241d91631\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"b8ac07a2-e354-47b5-a26a-772241d91631\">manipulate<\/span> the database. <\/strong>How exactly is not revealed. But the database is very sensitive and without guidance or absolute expert knowledge you should not make any changes here.<\/p>\n<p data-renderer-start-pos=\"5451\">That&#8217;s why we developed this unique solution where you change the <strong data-renderer-mark=\"true\">condition type of the approval from percent to number.<\/strong><\/p>\n<p data-renderer-start-pos=\"5573\">Our<span id=\"9dd4a47a-0405-40f2-9682-d652abf3c4f9\" data-renderer-mark=\"true\" data-mark-type=\"annotation\" data-mark-annotation-type=\"inlineComment\" data-id=\"9dd4a47a-0405-40f2-9682-d652abf3c4f9\"> Actonic style<\/span> approach is the fastest and safest way to achieve your goal and efficiently adapt open Jira Service Management tickets in pending status to the new approval workflow.<\/p>\n<p data-renderer-start-pos=\"5759\">Want more information? Simply arrange a free consulting session with our experienced consultants. We will be happy to advise you!<\/p>\n<p>[\/vc_column_text][vc_empty_space][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>If you change the approval workflow in Jira Service Management, you have to make sure that the new settings are also transferred to tickets in pending status. Bulk changes unfortunately do not work at this point. In this exclusive tip, we will show you how to successfully transfer the new JSM approval workflow to tickets in pending status!<\/p>\n","protected":false},"author":15,"featured_media":7610,"comment_status":"open","ping_status":"open","sticky":false,"template":"single_cta.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[242],"tags":[342,283],"class_list":["post-7632","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-atlassian-best-practises","tag-atlassian-best-practises","tag-jsm-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.9 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Apply JSM approval workflow changes to pending status tickets - Actonic \u2013 Unfolding your potential<\/title>\n<meta name=\"description\" content=\"Easily customize Jira Service Mangagement approval workflow \u2705 update tickets in pending status \ud83e\udd47Discover now!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/actonic.de\/en\/jira-service-management-approval-workflow\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Apply JSM approval workflow changes to pending status tickets\" \/>\n<meta property=\"og:description\" content=\"Easily customize Jira Service Mangagement approval workflow \u2705 update tickets in pending status \ud83e\udd47Discover now!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/actonic.de\/en\/jira-service-management-approval-workflow\/\" \/>\n<meta property=\"og:site_name\" content=\"Actonic \u2013 Unfolding your potential\" \/>\n<meta property=\"article:published_time\" content=\"2022-05-04T09:44:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-29T09:52:22+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/actonic.de\/wp-content\/uploads\/2022\/05\/JSM-Update-an-existing-workflow-EN.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"585\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Patricia Modispacher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Patricia Modispacher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/\"},\"author\":{\"name\":\"Patricia Modispacher\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/#\\\/schema\\\/person\\\/c700b8aadff4de9c01f096c78149a808\"},\"headline\":\"Apply JSM approval workflow changes to pending status tickets\",\"datePublished\":\"2022-05-04T09:44:55+00:00\",\"dateModified\":\"2023-03-29T09:52:22+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/\"},\"wordCount\":1028,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/actonic.de\\\/wp-content\\\/uploads\\\/2022\\\/05\\\/JSM-Update-an-existing-workflow-EN.jpg\",\"keywords\":[\"Atlassian Best Practices\",\"JSM\"],\"articleSection\":[\"Atlassian Best Practises\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/\",\"url\":\"https:\\\/\\\/actonic.de\\\/en\\\/jira-service-management-approval-workflow\\\/\",\"name\":\"Apply JSM approval workflow changes to pending status tickets - 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