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 vote

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.

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