One inbox for every Jira Service Management approval waiting on you

Build me a personal approvals inbox for Jira Service Management. I am a manager who gets approval requests by email from several different service desks, and they get buried. I want one screen that shows every request currently waiting on my decision, lets me decide it in place with a reason, and keeps a record of what I decided.

Pending queue. The main view is a queue of everything awaiting my approval across all service desks. A handler enumerates the desks with List Service Desks, then gathers pending items with List Customer Requests. That operation accepts an approval filter, so ask it for the requests where I am the pending approver rather than pulling everything and filtering after the fact, and page through with start and limit until the response says it is the last page. For each request, call Get Request Approvals to get the approval record, the decision I still owe, and the other approvers on it. Expand request type, service desk, status and reporter on the list call so the queue rows do not need a second fetch each.

Group the queue by request type, with a collapsible section per type and a count in the header, because the routine repeats are the ones I want to clear as a batch. Inside a group I can select several rows and decide them together with one shared reason. Each row shows the requester, a one-line summary of what was asked, the service desk it came from, and how long it has been waiting. Anything pending more than two days gets an ageing badge, and anything past a week gets a stronger one. Make the ageing threshold a setting rather than hardcoding two days. Default sort is oldest first.

Decision panel. Clicking a row opens a panel built from Get Customer Request and Get Request Comments. Show who raised it, the request type, the service desk, the current status, when it was created, how long it has been sitting on me, every field the requester filled in, and the full comment thread in order with author and timestamp. Multi stage approvals are common, so use the approval record from Get Request Approvals to show which stage this is and who still has to approve after me. If the request also needs a finance sign off after mine, I want to see that before I decide.

Deciding. The panel has Approve and Decline buttons. Both require a one-line reason before they will submit. On submit, call Answer Request Approval with approve or decline for that approval, then post my reason onto the ticket with Create Request Comment as a public comment so the requester sees why the decision went the way it did. If the comment fails but the decision went through, tell me clearly rather than pretending the whole thing worked, and let me retry just the comment. Store the decision, the reason, the request key and the timestamp in the app so I have my own record.

Decided tab. A second tab lists my past decisions with the request, the requester, what I decided, my reason and when, filterable by date range and request type, so an auditor can be shown the trail. Populate it from the decisions the app stored, and top it up from List Customer Requests using its approval history filter so decisions I made elsewhere, from an email link or the portal, also appear.

Build my decision brief. Every request in the queue has a button that starts a background agent for that one request. The agent looks up what else the requester has asked for recently by listing customer requests on the same service desk and matching on the reporter of each request, checks how requests of the same type were decided before by listing past requests of that request type and reading their approvals and comments with Get Request Approvals and Get Request Comments, then finds the governing policy with Search Knowledge Base Articles on the relevant service desk. If no help article covers it, fall back to Confluence Search Content (CQL) to find the internal policy page. The agent writes a short recommendation into the app, attached to that request, with a clear approve or decline leaning, three or four bullets of supporting evidence, and links to the policy article and the prior requests it relied on. Show a running status while it works, and render the finished brief inside the decision panel above the comment thread with a note that it is a recommendation and not a decision. The agent must never call Answer Request Approval or Create Request Comment. It only reads and writes its brief.

Slack summary. Add a button that posts a summary of what I cleared today to our service desk channel using Slack Send a Message: how many I approved, how many I declined, grouped by request type, and how many are still pending with the oldest one called out. Let me pick the channel in settings and preview the message before it sends. This is a button I press, not something on a schedule.

Notes. Every Jira Service Management call needs the cloud id for my site, so resolve it once from the accessible resources endpoint and reuse it. List responses page with start, limit and isLastPage, so page properly rather than assuming one page covers my backlog. Approvers often have limited permissions in the service desk, so if a request comes back as not visible to my account, show a plain explanation in the row instead of an error, and keep the rest of the queue working. The queue is personal to whoever opens the app, showing the approvals assigned to their connected account.