How to implement an advanced support workflow in Jira?

Let's have this case study:

  • A customer raise a ticket and in some cases the ticket should be assigned back to him if we need further information and we are waiting for it. We don't want to see these tickets as being on the work-place of a developer or qa-engineer.
  • We do want to be able to auto assign and engineer or qa-engineer when a ticket goes from one state to another (like ToFix or ToTest).
  • It should be able to force the assignment to a specific person if you want.

I would like to see how others implementing this type of workflow, maybe there are better ways of doing it.

1 answer

Hi Sorin,

If you want to assign the ticket back to the reporter, you can use the 'Post Function' in your workflow transitions. There are 7 post functions currently aviable in JIRA. It can assian to 'Current User', 'Lead Developer' or 'Reporter'

You can have a look at this doc:

https://confluence.atlassian.com/display/JIRA/Configuring+Workflow#ConfiguringWorkflow-Applyingpostfunctionstotransitions

All the best

Amanda

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