🎮 Jira Service Desk Workflow Examples

A service tier is a label associated with a service that indicates how critical a service is to the operation of your business. Service tiers allow you to distinguish between services that are mission-critical, and those that are useful and helpful but not essential. If you have access to Assets in Jira Service Management, you may set up your To customize Jira Service Management’s default incident management workflow: From your service project, select Project settings > Workflows. Select the edit icon () in the entry titled Incident Management workflow for Jira Service Management. The edit option is only available to users with the Administer Jira global permission. Properties. This module defines a condition that can be added to workflow transitions (see: Advanced workflow configuration ). Conditions control whether the user can execute a transition. If a condition fails, the user won't be able to execute the transition. For example, the user won't see the transition button on the View issue page. Tier 1 - Service Desk Team member with Service Desk License. We do total ownership were the tier 1 support representative is responsible for seeing the issue all the way through to closure. Tier 2 & 3 - Service Desk Team member with Jira License. This individual can see the issue and comment on the issue but only internally. Don't forget to publish the workflow draft! To clear the resolution field on an "In Progress" or "To Do" issue: Open your project > Click project settings > Click workflows on your left sidebar; Find the relevant workflow, then, on your right corner, click the pencil icon to edit it; Click + Add transition; The main steps you need to take to organize the process using the BPM plugin: Create a template with all the steps of the process. Add instructions, checklists and forms needed to submit. Select the assignee for each step. Start the process when needed. To get started, you need to identify all the important steps in the offboarding process. Jira Service Desk, which was built on the bug and issue-tracking foundation of Jira, provides one integrated solution for ticketing, tracking, and notifications for both internal and external customers. When paired with Jira Software, Service Desk helps teams find tickets, solve bugs, and implement customer requests faster. Just my idea, by using sub-task. Create new issue type (use sub-task issue type, you can give the name for this issue type) and define simple flow contain status waiting approval, approve, reject. in parent ticket, if you need approval create sub-task from above issue type and assign to approver. if need 2 approver, create 2 subtask, if need 3 In the mindset of JIRA it's better to create multiple issue types and use that field to define what type of work it is and what type of workflow it requires. The issue type is meant to indicate what type of work the issue is about. A particular type of work might require a different workflow from the other. If the workflow is slightly different 6. TEST. 7. DONE. 8. ROLLOUT. (probably via a workflow) Note1: For Testing, we can consider sub-tasks associated with the User Story and define a specific workflow that emulates the testing process. Then for integration testing that considers the interaction of several User Stories, define a User Story of type: "Test Case". Select > Issues. Click Workflows and then Edit for the relevant workflow. In diagram mode, select the transition arrow. In text mode, select the transition's name from the Transitions (id) column. In diagram mode, click Triggers in the properties panel to show the triggers configured for the transition. In your service project, go to Project settings > Workflows. Select the pencil icon beside the workflow that has the transition you want to add to the portal. Select Diagram to open the diagram view. Select the transition in the workflow, and check the box beside Show transition on the customer portal. An efficient onboarding process in Jira Service Management saves time for the supervisor and ensures that the new employee has everything they need to get started at their new job. This example uses Jira Service Management and Deep Clone for Jira. This use case makes it possible for all three teams to conduct their onboarding tasks Workflow changes might affect customer requests that are already in flight. Don’t worry too much about conflicts. Jira Service Management warns you about any requests that are in statuses you’re deleting and asks you to change their status to a valid one. Keep in mind, prompted changes like these won’t execute any rules. A simple example would be: {"value": 3} However, this value can be dynamic. If it comes from a Smart Value, it typically will be. That is the entirety of the first rule. The second rule is only slightly more complex: Trigger: Incoming Webhook. The URL this provides is used in the Send Web Request for the 1st rule. N07ei.

jira service desk workflow examples