In Jira Service Management (JSM), different request types follow different processes. Some requests need approval, and some do not.

Instead of creating many workflows, JSM allows admins to use one workflow and control which steps are visible based on the request type.

Why This Is Useful

For example:

• Request New Hardware → Needs approval
• Password Reset → No approval needed

If approval steps appear for all requests, it can confuse agents. By restricting workflow transitions, only the required steps are shown.

How It Works

JSM lets admins hide or show workflow transitions using conditions.

Simple steps:

1. Go to Project Settings
2. Open Workflows
3. Edit the workflow
4. Select a transition (for example: Waiting for Approval)
5. Add a condition based on Request Type

Now:

• Approval steps appear only for request types that need approval
• Other request types will not see those steps

Conclusion

Using request-type-based workflow restrictions in JSM helps admins keep things simple. You can manage different request types with one workflow while showing only the steps that are needed.

To know more about Jira software maintenance or administrating contact us. If you need assistance on Jira implementation or any guidance on Atlassian product suite, contact us at devopstools@ecanarys.com

Canarys is Atlassian Silver Solution Partner providing DevOps solutions using Atlassian, GitLab, GitHub, Azure DevOps, Kubernetes and other devops platforms for customers, covering over 30+ cities across India, APAC, and USA.