Change default JSM service request workflow and allow step from Waiting for Customer to In Progress

[Bin Liang]

Please advise the pros and cons to change the default workflow for JSM service request.  So an issue can be transitioned to In Progress from Waiting for Customer status directly.

Thanks much!!

[Mikael Sandberg]

It should not affect anything, I have made that change and added other statuses/transitions without any issues. The default setup only have an automation that is dependent on waiting for support and waiting on customer so the status is automatically changed when either an agent or the customer adds a comment.

[Bin Liang]

That is my thought too.  But since JSM defaults it so it makes me wonder if I miss anything.

[Mikael Sandberg]

Every project template has a default workflow attached to it, that doesn't mean that you can make changes to it. The only thing you have to consider when doing it is if you have automations that expect certain statuses or if the workflow is shared across multiple projects. Another thing is that you should never rename a status in a workflow, since that status may be used in other workflows. If you need to rename a status, then do that from Settings > Issues > Statuses since that will tell you how many workflows are currently using it.