Approver Delegate for JSM Customer

Approver Delegate for JSM is built for teams that can't afford approval bottlenecks when someone is out of office, on leave, or simply unavailable.

Any JSM portal user — even without a Jira license — can log in to the customer portal and designate a backup approver along with their unavailability start and end dates. No admin involvement needed.

When an issue is routed to an unavailable approver during their set period, the app automatically adds their designated backup to the approval field. Both single-user and multi-user approver fields are supported, with smart replace or merge logic applied automatically.

Every substitution is logged as an internal comment on the issue, giving your service desk team full visibility into why an approver was changed.

Key highlights:

• Self-service setup for all portal users
• No Jira license required for end users
• Supports single-user and multi-user approver fields
• Automatic internal comment on every substitution
• Per-project configuration for admins