You may want to add a step for your development to help investigate an issue with the bug issue type. This step can help your service desk team track which bugs are being handled by the development team, and informs customers when the issue is being looked at by developers.
You need be a Jira administrator to make changes to workflows and have an external service desk.
To add a step to involve your development team:
Go to ( or ) > Jira settings > Issues > Workflows.
Find Jira Service Desk default workflow, then select Edit.
Select + Add status.
Enter a name for the workflow status. For example, Waiting on development team.
Give the status a description.
Choose In Progress for the Category.
To use this workflow status, add a transition to this workflow status:
Select the Waiting on development team status.
Select Add transition.
In the From status drop down, select Work in progress.
In the To status drop down, select Waiting on development team.
Choose a name for this transition. For example, Escalate to development team.
In the Screen drop down, select Workflow Screen.
To allow your agents to mark the request as done, add a transition to done:
Select + Add transition.
In the From status drop down, select Waiting on development team.
In the To status drop down, select Done.
In the Name field, provide the call to action. For example, Mark as close.
In the Screen drop down, select Resolve Issue Screen.
Once you’ve done the above, select Publish Draft to confirm your changes to the workflow. Learn more about working with workflows.
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