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Rebuild default workflow for Service Desk?

We installed and use JIRA Service Desk 2.2.0. The default workflow was installed when we set it up. 

 

I have since mangled the workflow by deleting one of the status' and a transition. I'm not very handy woth workflows and sdon't want to mangle things further.

 

Is it possible to revert to the original Service Desk workflow from an existing Service Desk install?

 

 

3 answers

2 votes
Tim Evans Atlassian Team Jun 12, 2015

Hi James,

When you create a new service desk a new copy of the default Service Desk workflow is created and assigned to the new Service Desk. You can then copy that workflow and associate it with your existing Service Desk.

The workflow Shayne sent does look like the default Service Desk workflow. If you are seeing something different after importing it may be good to create a support request (support.atlassian.com) so that we can assist

Cheers!

Tim | Atlassian

0 votes
Shanye Atlassian Team Jan 26, 2015

Hey James,

You should be able to copy the following into a text editor, save it as a .XML file, then upload it as a workflow as described in this documentation:

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE workflow PUBLIC "-//OpenSymphony Group//DTD OSWorkflow 2.8//EN" "http://www.opensymphony.com/osworkflow/workflow_2_8.dtd">
<workflow>
  <meta name="jira.update.author.name">admin</meta>
  <meta name="jira.update.author.key">admin</meta>
  <meta name="sd.workflow.key">sdItSupport</meta>
  <meta name="jira.description"></meta>
  <meta name="jira.updated.date">1383883468586</meta>
  <initial-actions>
    <action id="1" name="Create Issue">
      <meta name="opsbar-sequence">0</meta>
      <meta name="jira.i18n.title">common.forms.create</meta>
      <meta name="jira.description"></meta>
      <meta name="sd.action.key">sdInit</meta>
      <validators>
        <validator name="" type="class">
          <arg name="class.name">com.atlassian.jira.workflow.validator.PermissionValidator</arg>
          <arg name="permission">Create Issue</arg>
        </validator>
      </validators>
      <results>
        <unconditional-result old-status="Finished" status="Open" step="11">
          <post-functions>
            <function type="class">
              <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueCreateFunction</arg>
            </function>
            <function type="class">
              <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
              <arg name="eventTypeId">1</arg>
            </function>
          </post-functions>
        </unconditional-result>
      </results>
    </action>
  </initial-actions>
  <steps>
    <step id="4" name="sd.workflow.itsupport.step.name.resolved">
      <meta name="sd.step.key">sdResolved</meta>
      <meta name="jira.status.id">10000</meta>
      <actions>
        <action id="861" name="sd.workflow.itsupport.transition.reopen.name" view="fieldscreen">
          <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.reopen.submit</meta>
          <meta name="jira.description"></meta>
          <meta name="jira.i18n.title">sd.workflow.itsupport.transition.reopen.title</meta>
          <meta name="jira.fieldscreen.id">10005</meta>
          <meta name="sd.resolution.clear"></meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="11">
              <post-functions>
                <function type="class">
                  <arg name="field.value"></arg>
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueFieldFunction</arg>
                  <arg name="field.name">resolution</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                  <arg name="eventTypeId">13</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
      </actions>
    </step>
    <step id="8" name="sd.workflow.itsupport.step.name.waitsup">
      <meta name="sd.step.key">sdWFSupport</meta>
      <meta name="jira.status.id">10004</meta>
      <actions>
        <action id="801" name="sd.workflow.itsupport.transition.resolved.name" view="fieldscreen">
          <meta name="sd.tour.resolve.step">true</meta>
          <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.resolved.submit</meta>
          <meta name="jira.description"></meta>
          <meta name="jira.i18n.title">sd.workflow.itsupport.transition.resolved.title</meta>
          <meta name="jira.fieldscreen.id">10003</meta>
          <meta name="sd.action.key">sdWFSupportToResolved</meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="4">
              <post-functions>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="eventTypeId">13</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
        <action id="851" name="sd.workflow.itsupport.transition.waitcus.name" view="fieldscreen">
          <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.waitcus.submit</meta>
          <meta name="jira.i18n.title">sd.workflow.itsupport.transition.waitcus.title</meta>
          <meta name="jira.description"></meta>
          <meta name="jira.fieldscreen.id">10004</meta>
          <meta name="sd.action.key">sdWFSupportToWFCustomer</meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="10">
              <post-functions>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="eventTypeId">13</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
      </actions>
    </step>
    <step id="10" name="sd.workflow.itsupport.step.name.waitcus">
      <meta name="sd.step.key">sdWFCustomer</meta>
      <meta name="jira.status.id">10002</meta>
      <actions>
        <action id="761" name="sd.workflow.itsupport.transition.resolved.name" view="fieldscreen">
          <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.resolved.submit</meta>
          <meta name="jira.description"></meta>
          <meta name="jira.i18n.title">sd.workflow.itsupport.transition.resolved.title</meta>
          <meta name="jira.fieldscreen.id">10003</meta>
          <meta name="sd.action.key">sdWFCustomerToResolved</meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="4">
              <post-functions>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                  <arg name="eventTypeId">13</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
        <action id="781" name="sd.workflow.itsupport.transition.waitsup.name">
          <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.waitsup.submit</meta>
          <meta name="jira.description"></meta>
          <meta name="jira.i18n.title">sd.workflow.itsupport.transition.waitsup.title</meta>
          <meta name="jira.fieldscreen.id">10002</meta>
          <meta name="sd.action.key">sdWFCustomerToWFSupport</meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="8">
              <post-functions>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                  <arg name="eventTypeId">13</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
      </actions>
    </step>
    <step id="11" name="sd.workflow.itsupport.step.waittriage">
      <meta name="sd.step.key">sdUntriaged</meta>
      <meta name="jira.status.id">10001</meta>
      <actions>
        <action id="831" name="sd.workflow.itsupport.transition.resolved.name" view="fieldscreen">
          <meta name="jira.description"></meta>
          <meta name="sd.tour.resolve.step">true</meta>
          <meta name="jira.fieldscreen.id">10003</meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="4">
              <post-functions>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="eventTypeId">13</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
        <action id="841" name="sd.workflow.itsupport.transition.waitsup.name">
          <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.waitsup.submit</meta>
          <meta name="jira.i18n.title">sd.workflow.itsupport.transition.waitsup.title</meta>
          <meta name="jira.description"></meta>
          <results>
            <unconditional-result old-status="Not Done" status="Done" step="8">
              <post-functions>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg>
                </function>
                <function type="class">
                  <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg>
                  <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg>
                  <arg name="eventTypeId">13</arg>
                </function>
              </post-functions>
            </unconditional-result>
          </results>
        </action>
      </actions>
    </step>
  </steps>
</workflow>

Thanks - I was able to import this workflow but it sure doesn't look anything like the default workflow that came with Service Desk. 

I'm looking for the workflow that has only a few steps:

Waiting for Support, Work In Progress, Resolved and Waiting On Customer.

I deleted the Waiting on Customer status and transitions (by accident, fooling around where I should not) and now want them back. 

 

 

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