Creating my own workflows

[Shahril Jumahat]

Hi all,

My team recently onboarded JRIASM and we're fiddling around with the available workflows. From the tasks/ tickets i can only choose default/ templated workflows. Is there anyway i can customise my own workflows?

Additionally, we would like our users to be able to send a ticket via both email and the portal. how do i set this up?

[Evgenii]

Hi. @Shahril Jumahat 

Managing of workflows in Jira Service Management is the same, like in Jira Software. 
You're creating new workflows and assigning them to issue type in Workflow scheme, linked to Jira SM project.
You can read about workflow creation here:
https://www.atlassian.com/software/jira/guides/workflows/overview#what-is-a-jira-workflow
https://www.atlassian.com/software/jira/guides/workflows/tutorials#create-and-update-statuses

About creation of issues by email and portal - it's possible too.
You can use portal, which is available to all users, it's located at this url:
https://yourdomain.atlassian.net/servicedesk/customer/portals

Or, you can configure email, which will be used to receive incoming emails and create new, specific, request types. It's made in project settings, in "Channels & self service section" -> "Email"

[Robert]

Hey 👋 You can only use custom workflows if your project is company-managed. Team-managed projects only support the built-in templates.

If you’re in a company-managed project, go to:

Project settings → Workflows → Edit workflow

to add your own statuses, transitions, and rules.

For users to raise tickets by email and portal, enable it under:

Project settings → Email requests

and link your support email — that way, both methods will create tickets automatically.

Hope that helps! Once you switch to company-managed, you’ll get full control over workflow customization. 🚀

[Marc - Devoteam]

Hi @Robert 

on a team managed project you can still adjust the workflow of a request type to you own wish.

You just can't add a custom flow.

[Valerie Knapp]

Hi @Shahril Jumahat , thanks for your post.

It should be possible for you to customise the workflows for your work items but it sounds like maybe you are lacking the permission to do so. You need to have product admin access to be able to modify workflows as this is a global / system configuration. You will need to speak to an org / site admin in your company about elevating your access to do this. https://support.atlassian.com/jira-cloud-administration/docs/create-and-manage-issue-workflows-and-issue-workflow-schemes/ 

For the email, here is the documentation that explains this. Basically, you have an email address associated to the project / space already, you can modify the name or just use it as is - https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/ 

Best wishes