🌤️ Jira Service Desk Workflow Examples

Jira Service Desk's default incident workflow. Using request types, you can associate incident reports with an issue type called Incident. This puts the incident record into our recommended incident workflow. The workflow follows the basic process above. You can customize it to adapt to the needs of your business. 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 With this access level, Jira Service Management gives anyone who logs into your Jira site the Agent role in your service project. Only people who have both the Agent role and product access to Jira Service Management can communicate with customers and resolve requests. Private. When a service project is private, only Jira admins and people Jira Service Management provides a standard permission scheme ( Jira Service Management Permission scheme for project) that automatically gives your service desk users the correct permissions for the project role they are in. For example, adding agents to your service desk will add users to the Service Desk Team role. If you copied the system workflow and you wish to rename the workflow transition buttons on the View issue page, you must delete the following properties from all transitions in the copied workflow: jira. i18n. title; jira.i18n.description; Otherwise, the default names (i.e. values of these properties) will persist. Read more about transition From your service project, go to Project settings , and then Request types. Select the request type you want to customize. Select Issue view to update the issue view, or Request form to update the request form. Add, remove, and rearrange fields as desired: to add a field, drag and drop it into your desired location from the panel on the right. Edit issue to select and change a field in your issue, like assignee or priority, as well as Jira supported custom fields (see Jira administration > Issues > Custom fields). Send email to create an email notification. Transition issue to change its position in the workflow. Webhook to send a POST request. Comment edited: Issue matches a certain Takes a date and time that you provide, and returns it in a format of your choosing. This is useful for converting the default output for dates (jiraDateTime), to a format that is easier to read. You can add a dateformat to the end of any of the date smart values listed on this page. Refer to the Java documentation for pattern syntax. When a customer raises a service request the status is set to waiting on supportthis is automatic. If no action is taken by the service desk agents the customer can change the status to escalate. The customer can also change the status to resolved or cancelled. All other statuses are controlled by the Jira service desk workflow. Hi everyone. Here in my small company are using Jira since two years. We use jira also for customare service. For example we have in the same project 2 different workflows that allows either customare service and develop team to work on same issues. Now we are evaluating to jump to jira service desk No matter the legal process, we’ve got you covered. Approve documents, track risks, and keep your company safe with Jira Work Management’s customizable workflows. It’s an all-new way to keep your legal teams in sync. Check out some examples. In this video you can learn how to automate a workflow in Jira Service Desk using ScriptRunner. We use a common HR onboarding workflow as an example. With Sc .

jira service desk workflow examples