Make sure you know the name of the user picker custom field so that you can add it to your customer portal for your request type. 2. Add the approval step to your workflow. Jira Service Desk request types are mapped to JIRA issue types, and the issue types are in turn mapped to a workflow. When you add the approval step to a workflow, it will
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
An incident management workflow helps service project agents to investigate, record, and resolve service interruptions or outages with the aim to reduce downtime and negative impacts on business. Jira Service Management provides an Information Technology Infrastructure Library (ITIL) compliant incident management workflow called ISD: Incident
To create a new rule: From your service project, select Project settings > Automation. In a team-managed service project, select Service project settings > Automation. Select Create rule in the top-right corner. Select a trigger for the rule. Configure the trigger settings and select Next. If you want to set conditions, actions, or branches on
Overview. Automation in Jira Service Management is a “no-code” capability that only takes a few clicks. By automating your processes and workflows, you remove the need for you and your team to perform manual, repetitive tasks – and you can focus on the work that matters. This guide will outline the key concepts you need to know to get
Business projects are the workflow templates that help business teams plan and track work. Workflows, in the context of business projects, help business teams define steps to get a task to done. You can find business projects in the create project section of Jira Software and Jira Service Desk, because Jira Core is included in every Jira instance.
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From the navigation on the left, select Custom fields. Select Create custom field in the top-right corner. Select All, and then the custom field type you’d like to create. Select Next. Name your field, and add a description if desired. If required, configure any further settings for the new custom field. Select Create.
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.
A help desk workflow can speed up response times for customers and lower stress for service personnel: Service Begins: A call or message for IT assistance starts the process. Ticket Opened: An electronic ticket holds the information about the problem and the contact details of the person who reported the issue.

Project Created in JIRA Service Desk. When you create a new Project from Service Desk, JIRA creates a new Issue Type Scheme, Workflow Scheme, Issue Type Screen Scheme and a Screen Scheme. This is similar to the behavior described above, but more Schemes are created. When the number of projects grows differentiating between all these schemes

Once enabled, follow these steps to create the flowchart: Go to the Space where you want to add the whiteboard. Click the Create button in the toolbar at the top of the page. (You can also create the whiteboard by clicking the Content button in the left sidebar.) After clicking, a whiteboard page will open.
Benefits of using ITSM reports for service desk: Unique service desk data for supporting decisions making, Easy to analyze charts and diagrams in native Jira dashboards, so no extra configurations. Agents’ scoring that leads to improve customer support and your team results, Better insights on your team performance, even in many projects.
On project the workflow, find the transition where you would like only the approver to change the status. (The transition is the link between the statuses) Click on the transition and add a condition. Set it to allow only the approver to perform this transition. Probably you will be asked to choose a group and not a single user so you will have
To customize the default change management workflow: From your service project, select Project settings > Workflows. Select the edit icon ( ), in the entry titled Change Management workflow for Jira Service Management. Use the workflow editor to add or remove steps and transitions. Read more about editing workflows.
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    • jira service desk workflow examples