Can we implement the atlassian support workflow without additional comercial plugins?

Astlassian seems to have quite a nice workflow implemention on their support jira instance, one that does things like:

  • tracking time spent for each stage, like waiting for customer, investigating
  • auto closing or freezing of tickets based on customer response

If this cannot be implemented with default jira, is there any already made third party extension that can do this, whiout writing code (only by configuring)?

2 answers

1 accepted

For future reference: you can also use the Status Updater for JIRA add-on to automate workflow transitions. It works with JQL-based triggers, which can include date comparisions. Upon transitioning workflow a comment can be added to the issue with information about why it was updated. You can use this to implement the support workflow "Waiting for Customer" -> "Pending Closure" -> "Closed" transitions.

1 votes

Most of it is default but auto closing/freezing/escalation etc are done with the help of Jelly scripts. You can find a sample here:

https://confluence.atlassian.com/display/JIRA/Jelly+Escalation

From free plugins, JIRA Suite Utilities and Misc Workflow extentions are probably the most useful ones.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,781 views 11 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot