Hi I am new to Jira, I would like to setup a workflow in JSD. Unfortunately I could not find a in detailed help about what happened during a transition and what could be configured. * I would like to setup that a mask needs to be filled when a state changes. * I would like to start an stop the SLA time counter Where can I get more information about JSD Workflows? Thanks for your support cheers Markus

Hello Markus, Lemme try help you! SLA You can configure the SLA time counter at: * Acesse the project * Click on Project Settings * Click on SLA * Click on Edit button Now you can setup the status to pause or start the time counter. sla2.PNG Also you can setup the goals to based on JQuery. Mask I think you trying this: * IF the status is X THEN enter this value on Y field. Right? Step by step: * Access the Service Desk Project * Click on Project Settings * Click on Automation You have a lot of option to do and is very simple learn how to setup automation rule. You also read here: https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/automatically-triage-email-requests If you have any question please comment here.

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New tutorial for Jira Service Desk workflow

Markus Dummermu

Hi I am new to Jira,

I would like to setup a workflow in JSD. Unfortunately I could not find a in detailed help about what happened during a transition and what could be configured.

I would like to setup that a mask needs to be filled when a state changes.
I would like to start an stop the SLA time counter

Where can I get more information about JSD Workflows?

Thanks for your support

cheers Markus

Accepted answers

Meck

Hello Markus,

Lemme try help you!

SLA

You can configure the SLA time counter at:

Acesse the project
Click on Project Settings
Click on SLA
Click on Edit button

Now you can setup the status to pause or start the time counter.

sla2.PNG

Also you can setup the goals to based on JQuery.

Mask

I think you trying this:

IF the status is X
THEN enter this value on Y field.

Right?

Step by step:

Access the Service Desk Project
Click on Project Settings
Click on Automation

You have a lot of option to do and is very simple learn how to setup automation rule. You also read here:

https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/automatically-triage-email-requests

If you have any question please comment here.

sla2.PNG

All comments

Chris Dunne

You can think of JSD as a layer on top of JIRA. It is JIRA that provides the workflow functionality. Request Types in JSD are mapped to issue types in JIRA and these have JIRA workflows attached.

There is no specific functionality in JSD that allows you to edit a workflow - you need to look at JIRA's own workflow editing capabilities and change the workflow associated with the underlying issue types for your request types.