Is this a reasonable workflow?

Robert Werner

Shown below is a workflow I have designed in consultation with my manager.  Having never created a workflow in JIRA before, I'm seeing some guidance.  Here are some specific questions:

1. Is this too complex a workflow for JIRA to handle?
2. Towards the top, the first thing the agent (me or others) would have to do is set the priority.  Would this work as simply as changing the status to "Set Priority" and then a screen would appear to set the priority? 
3. Assuming this is the case, where is it configured in JIRA to have the left "lane" for Priority 1, the middle lane for Priority 2, and the right lane for Priority 4?  I'm not sure how to configure JIRA to do this or if it's even possible.

Any insight anyone could provide would be deeply appreciated.

Robert

miikhy

Hi Robert,

I would say that not a single workflow is too complex for Jira! That being said you'll need to understand a lot about Jira to handle complex cases.

Regarding your "priority" triage activity, that's pretty easy: setting priority might be done through a screen, displayed when transitioning from a status to another. When designing a workflow you have the ability to pick a screen, just build one with priority only.

Another trick is that, if you don't want to change the status but set the priority, you can have a transition to the current status (auto transition) which can be restricted to your agents. The good thing about that is that transitioning an issue triggers capturable events which can be used in Jira Service Desk automations or custom notifications.

Regarding your last question, Jira can only handle "statuses" and transitions between those states for an object. The required work around (such as KB management) cannot really be automatic and hardly "suggested" to agents.

If you're new to Jira (Hey, welcome oboard), I would advise you to read the workflow related documentation (starting here: https://confluence.atlassian.com/adminjiraserver/working-with-workflows-938847362.html) and to fly over some articles in blogs from Experts for instance. If you don't use Jira Service, that would be, in my opinion, a great addition to your instance when dealing with support requests!

A last option if you are not interested in learning or don't have time to do so, is to contact an Expert near your location for them to coach you on your solution design (eventually handle it for you).

 

Hope this helps!