Jira Service Desk Workflow Examples

So let s walk through a few concepts and lay out some best practices for designing a custom workflow for your team.

Jira service desk workflow examples. The service desk records the date and time reporter name and a unique id for the incident. The jira service desk application and jira platform each have their own. For how to questions please ask on atlassian answers where there is a very active community. Ask a question about scriptrunner for jira for for bitbucket server or for confluence.

Adaptavist staff are also likely to respond there. For example when we use actions for jira service desk we can decide which fields the user can edit. The team uses. Service desk workflow examples.

A service desk agent labels the incidents with appropriate categorization. Scriptrunner for jira scriptrunner for jira cloud. Jira service desk adds an additional layer to a standard jira project allowing for features like an external customer portal to log requests which don t require additional licenses and sla. This allows you to set up your development tools and jira service desk workflows so that for example when a developer creates a branch to start work on an issue in atlassian s bitbucket or stash the.

That of a library. A workflow has four unique components. Anatomy of a jira workflow. That might mean simply moving a task from one state to another.

Instructor here s a great example of a service desk project in action nextek is utilizing jira service desk to handle their customer service requests their three most common requests are billing questions technical support and password resets a customer robert has a problem with the latest version release from nextex after calling nextek he is advised by lisa. To illustrate them at a conceptual level we ll use a well known workflow example. Statuses transitions assignees and resolutions. Meaning that whenever a client wants to change something in their request they can edit it and see if they have permission to update a particular field.

For example if a user called operator makes a comment it appears in jira service desk as operator. For example jira service desk adds customer request portals support queues slas a knowledge base and automation. This means that when you develop for jira service desk you are actually integrating with the jira service desk application as well as the jira platform. Or it might mean moving tasks between several individuals with multiple resolution states.

Jira service desk administrators can configure triggers in jira service desk workflows that respond to events in your linked development tools. The diagram above illustrates the different ways that workflows can function depending on what is needed. Jira service desk does this automatically.