“Digital transformation is a buzzword, but Jira Service Management is helping make it tangible for us. Before, people were looking at shared drives, spreadsheets, and emails. Now they see their process as a digital product, through a form, a queue, a dashboard, and a workflow.” Jeff Pittman. Director of IT Operations, Sony Music Publishing
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The service desk describes and logs the incident. They link together all reports related to the service interruption. The service desk records the date and time, reporter name, and a unique ID for the incident. Jira Service Desk does this automatically. A service desk agent labels the incidents with appropriate categorization.
Atlassian Support / Jira Service Management / Resources / / Use workflows in Jira Service Mangement Overview of Jira Cloud workflows All Jira projects contain issues that your team can view, work on, and transition through stages of work — from creation to completion. The path that your issues take is called a workflow. Idea: Ways to achieve: Assign new requests to the correct resource, based on information submitted. Use the built-in component routing feature to assign issues to the designated component lead.Use the built-in feature in Jira Service Management Cloud, or a marketplace app in Jira Service Management Server and Data Center, to change the request’s assignee based on desired criteria. Just add an approval step to any custom workflow used in Jira Service Desk. And the best part is that approvers don’t have to occupy an “agent” seat – any user in Jira Service Desk, Jira Software, or Jira Core can approve a ticket. If you already know how you plan to use approvals, go for it (check out the docs for more info on Add approvals to your workflow. To add an approval: In your project, go to Project settings > Workflows. Select your change workflow and edit it. Select the right workflow steps, as described in the next sections. You’ll do it separately for the Approving and CAB review steps. Select Add approval, and click Configure next to it. Workflow step oaWm4b. 185 492 460 478 487 244 288 73 224

jira service desk workflow examples