Atlassian's Support Workflow

It would be useful if Atlassian would share its CSP Confluence Support Workflow as a Workflow Bundle.

2 answers

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Accepted answer

Hi Martin,

We don't generally share our internal workflows.

However, we do have several resources which you can reference that may help you.

How Atlassian uses JIRA for support - Specifically the page on workflows.

https://confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System

https://confluence.atlassian.com/display/JIRAKB/Using+JIRA+for+Helpdesk+or+Support

https://confluence.atlassian.com/display/Support/How+Atlassian+Uses+JIRA+for+Support

Hope this helps.

Ok, thanks Ryan. I was just hoping to save some work!

Best, M.

For future reference: you can also use the Status Updater for JIRA add-on to automate workflow transitions, which is part of the Atlassian support workflow. 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.

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