Jira Service Desk - status definitions?

mark hewitt_iwg14v

There are a large number of 'default' statuses offered within JSD - but I can't find definitions for them.

It would be helpful to know what the 'default definitions' are as it could suggest how they might be best used and might also indicate how they affect the operation of the system.

Thanks for any assistance,

Mark

Nic Brough -Adaptavist-

Most of the status names are self-described to be fair.

• Waiting for customer
• Waiting for support
• In progress
• Cancelled
• Resolved
• Closed
• Pending

There's not a lot more to say about most of them, I'd say 5/7 are completely clear, and would only question Pending and the difference between Resolved and Closed.  

But you should read the names in the context of the workflow.  In this case, I'm assuming the JSD workflow at https://support.atlassian.com/jira-cloud-administration/docs/work-with-issue-workflows/ where Resolved means "we've fixed/done it" and Closed is "Customer accepts that it is fixed/done", and Pending isn't too clear that "we know we need to work on it, but no-one actively is yet"

Some of those meanings may change in different workflows.

As for the status effect on the system - the status alone is nothing more than an indicator of where an issue is in the process, and the only thing they really carry is the colour, which is used in a couple of places to group issues in reports. There are no special status or status that makes things work differently. 

Until you configure the workflow, reports or boards to make them different.  On a board, you will choose one or more status to be in the last column, making the issue "done" as far as the process is concerned.  In workflows. you can add properties and transition functions that will make the status behave differently.  But there's nothing special about any of the off-the-shelf status.