Best Practices for Optimizing Jira Service Management Workflows

[Brian Kirwa]

I’m excited to start a discussion on optimizing workflows in Jira Service Management. 

Key Questions to Consider:

1. Workflow Customization: How have you customized your Jira Service Management workflows to better fit your organization’s needs?

[Brian Kirwa]

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[Rilwan Ahmed]

Hi @Brian Kirwa ,

Workflows needs to be created as per your Organization process flow. Some points which I consider is, 

• Not allowing "ALL" transitions for each status. 
• Wherever required, enabling customer status change so that user can transition tickets from customer portal. (ex: Resolve, close, Info provided etc)
• Adding approvals in JSM flows wherever required and making override approval if transitioned by mistake (adding conditions).

[Brian Kirwa]

Hi @Rilwan AhmedThanks for your quick response. Your suggestions are indeed helpful on process flow.

We have a scenario that happens upon approval, in our company's process, once a customer gives consent to access their environment by clicking "yes," our support team can promptly request access through our internal AAM system. However, if a customer declines by selecting "no," they won't be able to gain access even if they later request it. What do you think is the best practice in this case? because sometimes mistakes can happen.

Your points about setting up workflows to restrict transitions for each status and enabling customer status changes where necessary are duly noted

[Rilwan Ahmed]

@Brian Kirwa 
As this is mistake, discuss with customer and raise new request and ask for consent again.