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Problem Management - Atlassian Standard

Samuel Ahrens

Hi there,

I want to understand the standard version of the Problem Management Workflow in Jira more specifically. But I have some questions where you probably can help me:

I do not completely understand the difference between "Under Investigation" and "Under Review." I tried to understand the workflow better, so I researched on the Atlassian site and found the article I attached. But it didn't really help me because it doesn't really describe the different steps of the workflow and the different Status.

Could you help me with this?

Thank you.

Problem Management in Jira Service Management | Atlassian

Accepted answers

John Funk

Hi Samuel - Welcome to the Atlassian Community!

Basically, the statuses are just names that Atlassian came up with for their template. You can call them whatever you want them to be and/or they can mean whatever you want them to mean. So, you decide what each of those means. And if you don't like the names, replace them by inserting new statuses in your workflow. (Don't rename them, replace them).

All comments

John Funk

Hi Samuel - Welcome to the Atlassian Community!

Bp SchTon

Hello John,

I certainly assume, that the Atlassian suggested workflow templates do not just contain "names", but provide a meaningful starting point. I have the same question as Samuel. What is a reasonable action behind "Under Review" and "Under Investigation"? What had Atlassian in mind when distinguishing between these two steps in the workflow?

Kind Regards,

Birgit.

Bp SchTon

Hello Samual,

you might have a look at https://www.atlassian.com/itsm/problem-management/process where a problem management process is described. See step 2 "Categorization and prioritization" and step 3 "Investigation and diagnosis". Step 2 may be the "Under Review", step 3 "Under Investigation".

Kind Regards,

Birgit.

John Funk

Regardless of Atlassian's intent - they are just names. You should not implement processes that you don't understand or know what they mean. You should implement YOUR processes, not someone else's.

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