> For AI agents: the complete documentation index is available at https://www.jumpserver.com/docs/llms.txt, the full documentation bundle is available at https://www.jumpserver.com/docs/llms-full.txt.

# Ticket Flow

Enterprise Edition

**Tickets & Approvals** requires JumpServer Enterprise Edition. Ticket entries, approval cards, and flow settings are hidden without a license.

[Request 14-day free trial](https://www.jumpserver.com/free-trial)

**Flow Setup** is the administrative configuration view for ticket approval. It
defines who approves a request, how many approval levels a request passes through,
and who is copied on the ticket. It is not where access is requested: applicants
create requests from [Submitted](https://www.jumpserver.com/docs/features/workbench/tickets/my-tickets.md), and
approvers act on them from [Assigned](https://www.jumpserver.com/docs/features/workbench/tickets/awaiting-approval.md).

![Figure 1: The approval flow list and create drawer](/images/v5/jumpserver/ticket_flow_setting.png)

## Prerequisites

- The Tickets feature is enabled and licensed. The **Tickets & Approvals** area
  requires an enterprise license.
- Your role grants the ticket flow permissions needed to view, create, update, or
  delete flows. Managing flows is an administrative or operator task, not part of
  the normal applicant workflow.

## Review existing flows

The list shows the flows available in the current organization, including flows
inherited from the global organization.

| Column           | Description                                                      |
| ---------------- | ---------------------------------------------------------------- |
| Name             | Flow name                                                        |
| Approval level   | Number of approval levels the flow uses                          |
| Created by       | Account that created the flow                                    |
| Organization     | Organization the flow belongs to                                 |
| Created, Updated | Creation and last modification times                             |
| Actions          | Edit or delete the flow, subject to permissions and organization |

## Create a flow


1

Open **Flow Setup** and click **Create**.

2

In **Basic**, enter a **name** and optionally select **CC users** who should be
copied on every ticket that uses the flow.

3

In **Approval level**, choose how many levels the request must pass, from one to
five.

4

For each level, define the handlers. You can include all users, select specific
users, or use an attribute filter such as a system role equal to
**System administrator**.

5

Click **Submit**. The flow becomes selectable when applicants create a ticket for
the matching organization and ticket type.

| Field            | Description                                                                                     |
| ---------------- | ----------------------------------------------------------------------------------------------- |
| Name             | Flow name. Required, and unique for the ticket type in the organization                         |
| CC users         | Users who receive ticket updates but do not approve                                             |
| Approval level   | Number of approval levels, 1 to 5                                                               |
| Approval process | Handler rule for each level: all users, specified users, or attribute matching                  |
| Attribute filter | Matches handlers by user attributes, for example system role, department, or another user field |

## How a flow is selected

When an applicant creates a ticket, JumpServer chooses an approval flow from the
selected organization and the ticket type. If only one flow matches, it is filled
in automatically; when several match, the applicant can choose from the available
flows. The chosen flow determines the number of approval steps, the handlers at
each step, and the CC list shown on the ticket.

Flows defined in the global (root) organization act as defaults for all
organizations. A flow with the same ticket type and name defined in a specific
organization overrides the global flow, while differently named flows remain
available.


Warning

Every approval level must resolve to at least one handler. If an attribute rule
matches nobody, saving the flow fails with an error asking you to update the
approval rule. Check role and attribute values before changing a flow that is
already in use.


Note

Changing a flow affects tickets created afterwards. Tickets already in progress
keep the approval steps that were created with them. Auditors can review ticket
history from [Ticket Audits](https://www.jumpserver.com/docs/features/audits/tickets.md).