420.4.4・Customer Facing Features 21%
Workflows 與 approvals
Approval 讓主管、資安、財務在 request 往下走之前把關。考你看懂 request type 用哪個 workflow，以及設定預設或由 customer 選擇的 approver。
官方考綱原文（這一節會考的範圍）
- View the workflow used by a request type.查看 request type 使用的 workflow
- Explain the benefits of approval steps and transitions visible in the customer portal.說明 approval 與 portal 可見 transition 的好處
- Set up a pre-set list of approvers.設定預設 approver 清單
- Allow customers to choose approvers.讓 customer 選 approver
3 分鐘速覽
Workflow 來自 issue type；approval 掛在 status 上
- 看 request type 用哪個 workflowRequest type → issue type → workflow scheme；Space settings → Workflows 可查看與編輯。
- Approval step 掛在 status該 status 至少要有 Approve 與 Decline 兩個 transition；加 approval 要 Jira admin。
- Approver 不用授權是 service project 的 customer 就能核准：portal、email、Slack、Teams。
- Approver 欄位User picker（multiple users）或 group picker（multiple groups）custom field，加到 request type。
- 預設 approver欄位勾 Use preset value and hide from portal，填固定的人或 group（Jira admin）。
- 讓 customer 選把 Approvers 欄位放進 request form；customer sharing 要選「space 或 organization 內搜尋」；customer 不能選 group。
資料來源（5）有疑慮時點開看官方原文
- What's the difference between request types and work types?
Each work type maps to a single specific workflow, but can access any of the fields available in your service project.
- Add an approval step to a workflow
This option is only available if the workflow status has at least two transitions: one for Approve, and one for Decline.
- What are approvals?
Approvers don't need a Jira Service Management license to approve requests – they just have to be customers of the service space.
- Define approvers for a request type
The approvers will be hidden from customers in the request form, but agents will be able to see the approvers on work items.
- Allow customers to choose approvers
You can also let your customers add individual approvers to requests by adding the Approvers field (or a user picker (multiple users) custom field) to the request form. Customers cannot add approvers in groups.
Workflow
Request type 用哪個 workflow
- Request type 對應 issue type，issue type 經由 workflow scheme 對應 workflow；所以「Request new hardware」與「Request new software」共用 Purchase issue type 時，workflow 一樣。
- Request types → 選 request type 的 More actions → Replace workflow（Jira admin）可查看或更換 workflow，也可一併改 work type；Space settings → Request management → Workflows 可看 workflow 對應哪些 work types。
- Customer 在 portal 看到的是 Status name to show customer（420.4.1），不是 workflow 內部 status 名稱。
資料來源（5）有疑慮時點開看官方原文
- What's the difference between request types and work types?
For example, the Purchase work type could be used for both the Request new hardware AND Request new software request types.
- What's the difference between request types and work types?
Each work type maps to a single specific workflow, but can access any of the fields available in your service project.
- Change the workflow and work type of a request type
You need to be a Jira administrator to replace the workflow of a request type.
- Change the workflow and work type of a request type
If needed, select a new work type for your request type using the Change work type menu.
- Customize the workflow statuses for a request type
You can customize the names of these workflow statuses to friendlier statuses for customers.
Approval
核准步驟的好處與設定
| 好處 | 說明 |
|---|---|
| 流程可追溯 | 誰、何時、核准或拒絕、留了什麼意見，都記在 request 上 |
| Approver 不用授權 | Customer 身分就能核准，主管不必佔 agent 授權 |
| Customer 看得到進度 | Portal 顯示 request 正在等待核准（customer 看到的 status）；customer 不用來回追問 |
| 自動轉 status | 核准或拒絕後自動走對應 transition，不用 agent 手動推 |
- 準備欄位建 user picker（multiple users）或 group picker（multiple groups）custom field，context 設為 Global，加到 request type。
- 編輯 workflow（Jira admin）Space settings → Workflows → Edit → Diagram → 選 status → 勾 Include approval step。
- 設定Number of approvers（幾個人要核准）→ Approver source（哪個欄位；也可用 affected services 的 change approvers）→ Approve／Decline 各轉到哪個 status → Exclude approvers from（例如排除 Reporter，避免自己核准自己）。
- PublishPublish draft。
資料來源（5）・1 點無官方原文有疑慮時點開看官方原文
- 找不到官方原文：「流程可追溯」「portal 顯示等待核准」Approvals 相關文件沒有直接寫明；屬整理。
- What are approvals?
The approvers approve or decline the request, either from the help center, directly from the email, or in Slack or Microsoft Teams.
- What are approvals?
The request transitions to the next status in the workflow, and the person who submitted the request is notified of any comments that the approver added.
- Add an approval step to a workflow
You need to be a Jira administrator to add an approval step to a workflow.
- Add an approval step to a workflow
If you don’t see the custom field you want to get approvers from, make sure its Applicable context is set to Global.
- Add an approval step to a workflow
Any users that appear in the fields you select here will not be able to approve work items that use this workflow.
Approver 來源
預設清單 vs customer 自己選
| 做法 | 怎麼設 | Customer 看得到嗎 |
|---|---|---|
| 預設 approver（pre-set list） | Request form 的 approver 欄位勾 Use preset value and hide from portal，填人或 group（Jira admin） | 看不到；agent 在 issue 上看得到 |
| Customer 自己選 | 把 Approvers 欄位（或 user picker multiple users）拖進 request form；可設 Required、改 Display name | 看得到；只能選個人，不能選 group |
| Affected services | Approver source 選 Affected services，用 service 的 change approvers | 依 service 決定 |
Customer 選不到人？
讓 customer 選 approver 前，customer permissions 的 sharing 要設成 Customers can search for other customers within their space or organizations。
資料來源（5）有疑慮時點開看官方原文
- Define approvers for a request type
You must be a Jira administrator to define approvers for a request type.
- Define approvers for a request type
The approvers will be hidden from customers in the request form, but agents will be able to see the approvers on work items.
- Allow customers to choose approvers
You can also let your customers add individual approvers to requests by adding the Approvers field (or a user picker (multiple users) custom field) to the request form. Customers cannot add approvers in groups.
- Allow customers to choose approvers
make sure you’ve selected Customers can search for other customers within their space or organizations under Control how existing customers can find other customers and share requests with them
- Allow customers to choose approvers
You can change the name of the field in the request form (and portal) under Display name, make the field Required, or add guidance for your customers under Display description.
易錯觀念
考題愛用的錯誤說法
Approver 必須有 JSM agent 授權。
Customer 身分即可核准。
Project admin 就能在 workflow 加 approval step。
要 Jira admin。
任何 status 都能直接勾 Include approval step。
該 status 至少要有 Approve 與 Decline 兩個 transition。
Customer 可以選一個 group 當 approver。
Customer 只能選個人；group 要用預設清單。
每個 request type 都有自己的 workflow。
Workflow 跟著 issue type；共用 issue type 的 request type 共用 workflow。
資料來源（5）有疑慮時點開看官方原文
- What are approvals?
Approvers don't need a Jira Service Management license to approve requests – they just have to be customers of the service space.
- Add an approval step to a workflow
You need to be a Jira administrator to add an approval step to a workflow.
- Add an approval step to a workflow
This option is only available if the workflow status has at least two transitions: one for Approve, and one for Decline.
- Allow customers to choose approvers
You can also let your customers add individual approvers to requests by adding the Approvers field (or a user picker (multiple users) custom field) to the request form. Customers cannot add approvers in groups.
- What's the difference between request types and work types?
For example, the Purchase work type could be used for both the Request new hardware AND Request new software request types.
動手做
實作 Lab：加一道主管核准，再讓 customer 自己選
第一次做 Lab？先看 Lab 環境準備：用測試站台、準備測試帳號。畫面名稱可能隨 Atlassian 更新而不同，以下以現行畫面為準。
目標：找到 request type 背後的 workflow，在 status 上設定 approval step，先用預設 approver，再改成讓 customer 自己選。
這個 Lab 對應的考點
Workflow 跟著 issue type；approval 掛在 status 上，該 status 要有 Approve 與 Decline 兩個 transition；approver 只要是 customer 就能核准；預設＝preset＋hide，自選＝欄位放上表單；customer 只能選個人。
準備
- Ana 與 Dan 都能登入 HELP 的 portal（approver 只要是 customer 就能核准）。
- 選一個帶 approval 的 request type：ITSM template 的 service request 類 workflow 通常已有 Waiting for approval 之類的 status；找不到時，步驟 2～3 只看不做。
步驟
- 你應該看到：面板顯示它目前的 workflow 與 work type；Workflows 頁列出每個 workflow 對應的 work types。共用同一個 work type 的 request type，workflow 一定一樣。
- 你應該看到：右側有 Include approval step。只有這個 status 至少有 Approve 與 Decline 兩個 transition 時才能勾。
- 你應該看到：Workflow 發佈；這個 status 現在會等 approver 決定，reporter 不能核准自己的 request。
- 你應該看到：Approvers 那一列顯示 preset 值 Ana。
- 你應該看到：Cara 在表單上看不到 Approvers；portal 顯示 request 在等待核准。Ana 收到要求核准的 email。
- 你應該看到：Request 自動轉到你在步驟 3 設定的 Approve 目標 status；Cara 在 portal 看得到進度。
- 你應該看到：取消 preset 後欄位變成在 portal 可見。
- 你應該看到：Dan（只是 customer，沒有 agent 授權）收到要求並能核准或拒絕。
試試看：改一個設定，觀察差異
T1用 Cara 再提一張，「你的主管」選 Cara 自己。看結果
Cara 不能核准：Reporter 在 Exclude approvers from 裡。這就是防止自己核准自己的設定。
T2在「你的主管」試著選一個 group。看結果
選不到：customer 只能選個人 approver；要用 group 當 approver，得用 preset 清單。
T3把 Customer sharing 改成 Customers can search for other customers within their organizations，用 Cara 再選 Dan。看結果
通常找不到 Dan：Cara 只能搜尋同 organization（Acme Corp）的人，Dan 不屬於任何 organization。這就是官方要求先改 sharing 設定的原因。
心像錨點：閉上眼睛想一次這個畫面
Workflow diagram 上那個等待核准的 status：右側勾著 Include approval step，下面兩條線分別叫 Approve、Decline。核准掛在 status 上；預設藏起來、自選放出來。
收尾
- Customer sharing 改回步驟 7 之前的選項（Channel access 維持 Open）。
- Approvers 欄位：取消 Required 並恢復原本的 Display name；若步驟 3 是你新加的 approval step，取消勾選後 Publish draft。
資料來源（4）有疑慮時點開看官方原文
- What are approvals?
Approvers don't need a Jira Service Management license to approve requests – they just have to be customers of the service space.
- Add an approval step to a workflow
This option is only available if the workflow status has at least two transitions: one for Approve, and one for Decline.
- Define approvers for a request type
The approvers will be hidden from customers in the request form, but agents will be able to see the approvers on work items.
- Allow customers to choose approvers
You can also let your customers add individual approvers to requests by adding the Approvers field (or a user picker (multiple users) custom field) to the request form.
一分鐘腦內整理
讀完了？用這張收攏整節
核准掛在 status 上Approve、Decline 兩條路。
預設藏起來、自選放出來Preset＋hide vs 放上表單。
Request type 用哪個 workflow
- Workflow 跟著 issue type，不跟 request type。
核准步驟的好處與設定
- Approval 要 status 有 Approve 與 Decline 兩個 transition。
- Exclude approvers 可防止 reporter 自己核准。
預設清單 vs customer 自己選
- 預設＝preset＋hide；自己選＝欄位放上表單。
- Customer 只能選個人 approver。
本節練習
做題
題目載入中…
官方來源（本節依據）
本教材為原創整理，非 Atlassian 官方出版品；題目皆為原創，不含第三方題庫題幹。考試沿用 project／issue 等用語，現行 Jira Service Management 已改稱 space／work item；customer 端仍叫 request。