It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Atlassian Service Workflow

I m interested in the way the Atlassian Service-Wokrflow is working and the plugins you are using. Currently we try to buil automatic notifications and transitions so these are particulary interesting. I know that the Atlassian Workflow is advanced and maybe you can tell me how it works.

3 answers

1 accepted

2 votes
Answer accepted

Hi Florian,

I'm guessing that you are referring to our Atlassian Support System so that is the workflow I will discuss with you. We don't actually have any 3rd-party plugins that I'm aware of in our support JIRA, we have developed some custom plugins in order to prioritise tickets but the vast majority of the activity is handled by standard workflow transitions and the use of Jelly scripts and similar to automate transitions, (such as closing inactive tickets etc), but I think you will find this document useful as it details these things and also links to the documentation required to implement them:

All the best,

Hi John,

first of all thank you for answering my question and the link to the documentation. I think I have to take a look at it and at these Jelly scripts.

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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Teamwork

Listening out loud: how Fabian Lopez works on distributed teams

The start of the COVID-19 pandemic served as a forcing function to re-evaluate the way teams worked together. In fact, many companies are re-learning how to collaborate with their teams. As some move...

58 views 2 1
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you