create JSM simple workflow guide on current Jira Cloud

[Stasa Lokmer]

Hi

Need to create JSM workflow with tickets, URL for customers and service agents to resolve tickets. Also, it will have couple of stages, where in every stage different team will work on progressing to next status. Menus on JSM changed so much, that I do not where to start.

On Training URL (https://community.atlassian.com/learning/path/get-the-most-out-of-jira-service-management/course/manage-customer-requests-in-jira-service-management/lesson/organize-your-work-in-jira-service-management) there are lots of topics, but none how to start with new workflow. 

Can somebody reccomend URL or instructions how to create simple workflow in JSM on current version of Cloud Jira ? 

[Nikola Perisic]

Hello @Stasa Lokmer 

In JSM, workflows are tied to your work items which are also tied to your request types. Meaning that for work item you create a workflow and apply it to your request type. To apply it you would go to your request type and click on Manage workflow. You can edit the existing workflow. Overall, you need to create it in Jira and then use it in JSM.

Tip: Save the time creating from scratch by copying the existing workflow. 

[Melbrin NGOUILOU]

Hi,

It all depends on whether your workflow already exists or if you want to create a new one from scratch.

If you want to create a brand-new workflow, I recommend doing it directly from the administration settings. Use the Ctrl + K shortcut and search for “Workflow”.
Once in the administration area, create a new workflow (this is usually straightforward). Note: after creating it, the workflow will appear under the Inactive workflows section.

Then go to your project and change the workflow on the request type by following the steps shown below :



The next screen will be the one shown by Nikola.

Melbrin

[Stasa Lokmer]

Hi, thx for the answer.  For what I noticed so far, If I go to JSM, and list "spaces" (that is old projects), and click on New (right side), I am offered some templates to choose e.g.: General Service mngmnt, Blank Project, Basic Service Mngmnt, Sales Service Mngmnt, etc. Sales looks most close to what we want, but not yet sure. I am planning to select 1 of them and start building workflow. Would appreciate good URL to guide me.

[Melbrin NGOUILOU]

Hi back ! Templates depend of what you want to do. They have preconfigured issue types / request types and workflows linked to it.  Here's the link with all the details about templates : Service Management Templates | Jira Template Library.