Ordering statuses in project queues

[Ryon Riley]

Our company recently migrated from Autotask PSA to Jira Service Management for our ticketing system. In Autotask, we could sort the "Status" column in various dashboard views and see them arranged in a particular order.

That order was the following:

• New
• Assigned
• In Progress
• Customer Note Added
• Scheduled
• Waiting Materials
• Waiting Customer
• Waiting Vendor
• On Hold
• My Work Complete

This order makes sense for our service desk because we always want to see the newest tickets at the very top of the queue, then those Assigned, currently being worked on (In Progress), etc.

In JSM, we haven't found a way to arrange the statuses similarly. At least nothing that was obvious/simple. Currently, our ordering is the following:

• New
• In Progress
• Waiting for Customer
• Scheduled
• Assigned
• Customer Note Added
• On Hold

Whether we sort ASC or DESC, it's still not useful.

I'm assuming this is where the opsbar-sequence property (example: here) comes into play, but I'm not entirely sure. Any help would be greatly appreciated!

[John Funk]

Hi Ryon - Welcome to the Atlassian Community!

This is going to to be possible in Jira because not all workflows are strictly linear in fashion. Many workflows use the ALL transition which would make it impossible for Jira to determine the order of the statuses. The order was probably showing based on the number of issues in the status in descending order. 

[Kai Becker]

Hi @Ryon Riley ,

we need to differentiate a litte in JSM. Normally you would use queues for the different statuses or combinations of attributes.

The mentioned opsbar-sequence thing is for sorting workflow dropdown entries on the issue view.

So to better help you with your problem, it would be helpful to see some example views you need to modify.