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How to enforce different stages in a workflow?

Hi all,

I am trying to recreate a functionality from ServiceNow in Jira Service Desk, where different stages in a workflow are needed for different change types/risks. 

For change tickets specifically, I want the workflow to be:

- Normal (for high/medium risk changes): Assessment & Planning, Approvals, CAB, Go Live, Completed, Closed

- Normal (for low risk changes): Assessment & Planning, Approvals, Final SM approval, Go Live, Completed, Closed

- Standard: Assessment & Planning, Approvals, Go Live, Completed, Closed

- Emergency: Assessment & Planning, SM approval, Go Live, Completed, Closed

- Retrospective: Assessment & Planning, SM approval, Go Live, Completed, Closed

Can someone advise me on how to achieve the above?

Many thanks!

2 answers

2 accepted

1 vote
Answer accepted
John Funk Community Leader Jan 25, 2021

Hi Aaron,

You can create the workflow with all of the statuses and transitions between each. Then add a condition from one status to the next where the issue type or priority is set to what applies. 

1 vote
Answer accepted

Hi Aaron,

I think John's answer is correct. For some more details:

  • Go to "Gear Icon" => Issues => Workflows
  • Select the workflow you want to modify and click on "Edit"
  • Add workflow steps and transitions (as per your list). Details around how to do that are here.
  • Highlight the transitions that you want to make condition dependent, then click "Conditions" in the box that comes up.
  • From the screen that comes up, you can enter conditions that must be met in order for the user to be able to execute that transition. For example, you might have a condition that the transition to SM Approval is only available when the Priority field is set to Emergency.
  • Detailed information on how to set conditions is available here.


kind regards,
Craig Schwarze
ProjectBalm - The #1 Risk Management Solution for Jira

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