Tier 1 - Service Desk Team member with Service Desk License. We do total ownership were the tier 1 support representative is responsible for seeing the issue all the way through to closure. Tier 2 & 3 - Service Desk Team member with Jira License. This individual can see the issue and comment on the issue but only internally. Give your employees better support with Jira Service Desk Interactions with Jira Service Desk, an internal support tool for IT teams, start with a simple feature—a ticket. But so often, when a laptop requires maintenance or video conference setup is in need of troubleshooting, significantly more context is required to truly resolve the issue. As a Jira administrator, you are responsible for a large number of projects with different settings and views. The more projects you manage, the greater the risk of configuration conflicts — and the more difficult it is to keep track of them all. For example, you manage a project whose workflow you also want to use for another project. Hi everyone. Here in my small company are using Jira since two years. We use jira also for customare service. For example we have in the same project 2 different workflows that allows either customare service and develop team to work on same issues. Now we are evaluating to jump to jira service desk A simple example would be: {"value": 3} However, this value can be dynamic. If it comes from a Smart Value, it typically will be. That is the entirety of the first rule. The second rule is only slightly more complex: Trigger: Incoming Webhook. The URL this provides is used in the Send Web Request for the 1st rule. 6j0Dfb. An incident management workflow helps service project agents to investigate, record, and resolve service interruptions or outages with the aim to reduce downtime and negative impacts on business. Jira Service Management provides an Information Technology Infrastructure Library (ITIL) compliant incident management workflow called ISD: Incident This article was written by Kamil Beer, an Atlassian Engineer at iDalko. Jira is frequently adopted as an issue tracker – or a ticketing system. In this role, you usually see Jira Service Desk (JSD), the Atlassian application used for an ITIL-compliant IT Helpdesk, service catalog, or customer portal. Sometimes, the app “E-mail this issue” […] Atlassian Support / Jira Service Management / Resources / / Use workflows in Jira Service Mangement Overview of Jira Cloud workflows All Jira projects contain issues that your team can view, work on, and transition through stages of work — from creation to completion. The path that your issues take is called a workflow. Takes a date and time that you provide, and returns it in a format of your choosing. This is useful for converting the default output for dates (jiraDateTime), to a format that is easier to read. You can add a dateformat to the end of any of the date smart values listed on this page. Refer to the Java documentation for pattern syntax. The option to add an approval step is only available if the workflow is associated with at least one Jira Service Management project. If you add an approval step to the workflow, and that workflow is also used by a non-Jira Service Management project, the issues in the non-Jira Service Management projects can still be worked on in the usual way, but the approval step will not be enforced for

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