About different workflow type rules

ワークフロー ルールの 3 つのタイプは、次の順序で発生します。

1. Restrict transition, which happens before someone tries to transition a work item.

2. Validate details, which happens when someone tries to transition a work item.

3. Perform actions, which happens after someone transitions the work item.

Read more about workflow rules in team-managed service projects.

トランジションを制限

This rule type hides the transition from certain people, or from everyone when certain conditions aren’t met. If you add one of these to a transition, people won’t see the transition on a work item unless its criteria is met. Unlike the Validate details rule type, this type doesn’t give people to correct a work item and transition again (they won’t even see the transition). This is very useful for security, but not useful if you just want to remind someone to do something before transitioning.

ほとんどのトランジションの制限ルールには「制限」が含まれます。

Example: Restrict who can move a work item

Some service teams have a manager or team lead who triages and distributes incoming work items to the most appropriate agent. They might want to verify the work items are valid or link them to other known work items in their project before assigning someone to work on them.

In this case, you can use a rule to prevent work items from moving down the workflow before managers or team leads have properly triaged the work items. To do so:

1. ワークフローで "トリアージ" ステータスを作成します。

2. Change the starting status to move work items into the “Triaging” status.

3. Create an outgoing transition to the rest of the work item’s workflow called “Send to team”.

4. Add a Restrict who can move a work item rule to this new transition to restrict it to the manager or team lead.

Jira Service Management prevents any other person in the project from moving newly-created work items forward.

詳細を検証

This rule type makes sure details are correct when transitioning a work item, and stops the transition if they aren’t. When there are incorrect details, the person transitioning the request will be prompted to fix them.

There’s a subtle difference between this type and Restrict transition. Whereas Restrict transition will hide the transition if they aren’t met, Validate details won’t ever hide the transition. People will be able to see and select the transition, but won’t be able to finish moving the work item if the details aren’t met. That’s why Validate details rules happen when someone is transitioning a work item: it’s after the transition is selected, and before the transition happens.

ほとんどの詳細を検証ルールには「検証」が含まれます。例外は次のとおりです。

• 画面を表示する (企業管理対象プロジェクト)

• フィールドを更新するようにユーザーをリマインドする (チーム管理対象プロジェクト)

Which happen before the other Validate details rules, and allow whoever is transitioning the work item to add information to the work item.

アクションを実行

This rule type automatically does something after transitioning the work item. They’re useful in saving time doing tasks you’d have to do manually. Unlike Restrict transition and Validate details rules which enforce conditions for a transition to pass, Perform actions rules don’t narrow who or when a work item can be transitioned. They’re simply here to help you get work done faster.

Example: Assign a work item

Certain members of your service team may be subject matter experts in particular areas of service, or have explicit responsibility in carrying out certain work items. For example, you may have a service agent who's responsible for providing access to software tools or messaging lists. And, you might have a senior service agent who’s responsible for assessing how to escalate difficult or high-impact work items.

You can set up your workflows to automatically assign certain request types to the person who’s responsibility covers that type of work item.

上記の例では、次のようになる場合があります。

• Navigate to the request type settings for IT help and edit its workflow. Select the first transition in the workflow (the Create work item transition from Start to Waiting for support). Add the Assign a work item to someone rule to automatically assign these requests to your access specialist. Now, when an IT help work item is created, your IT help specialist will be assigned the work item automatically, skipping the need to triage your work items manually. Repeat this for each work item, assigning them to the correct subject matter expert on your service team, and you’ll never have to triage work items again.

• Edit your workflow to change the assignee when work items are moved into the Escalated status. You can set a rule to automatically assign these work items to a senior service agent or manager and they’ll be notified of particularly difficult or high-impact work items.