How to create a new workflow for a issue type in jira service desk?

Hi, I am new to JIRA Service Desk and doing a POC using a trial(7 days free) version. I am so far succeeded in creating a Service Desk Project, Adding a New Issue Type, Request Type, Custom fields for a issue type. Next I want to create a custom/new workflow with new fields & transitions based on issue type. Can somebody please help about how to get started on creating a whole new workflow with fields, transition and status messages associated with it?

1 answer

0 votes
Jack Brickey Community Champion Nov 09, 2016


I highly recommend you follow thru the JIRA documentation ( as it is quite good and you learn a lot there as a new user. Also, from experience, I caution against making a lot of customizations to workflow initially but rather start w/ the default and then tweak as you go. It is easy to create a very complex workflow that in the end becomes undesirable. Simple is generally best. That said, JSD is highly customizable (workflows, issue types, screens, automation, etc) so you can certainly do so. 

All that said, one thing I would suggest to get the feel of things is to simply make a copy of the current workflow, add in a status and the necessary transitions and then promote the workflow, replacing the currently active. The documentation will guide you thru that for sure. If you run into specific issue and have a question the forum is your friend.

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 ...

3,095 views 13 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