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descriptionSee rule descriptions and examples for how to automate actions in your request type workflows. This reference helps you streamline your service team’s process.

This page describes each of the workflow rules you can add to your next-gen projects and gives an example of why you might want to use one. Learn how to add a rule to your next-gen project's workflow.

Assign a request to someone

This rule helps ensure that the right agents address the right requests at the right time. It takes the manual work out of triaging and assigning an agent after a stage in the workflow is complete.

Jira Service Desk can change the request's assignee automatically when you change its status:

  1. Use the For transition dropdown to tell Jira Service Desk the transition that updates the request's assignee field.

  2. Nominate the person who you want to assign the request to in the Assign to dropdown.

You can assign requests to:

  • The current user, or the person updating the request's status

  • No one, making the request unassigned

  • A specific person in your service desk project

Example

Certain members of your service team may be subject matter experts in particular areas of service, or have explicit responsibility in carrying out certain requests. 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 requests.

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

In the example above, you might:

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

  • Edit your workflow to change the assignee when requests are moved into the Escalated status. You can set a rule to automatically assign these requests to a senior service agent or manager and they’ll be notified of particularly difficult or high-impact requests. Service agents can continue to work on other requests in their queue, safely knowing that the trickier requests are in good hands.

Remind people to update empty fields

This rule makes sure agents capture relevant information when changing a request's status. When you create the rule on any transition, you can prompt agents to complete empty fields that are relevant to that stage in resolving the request. The rule removes a burden on your teams to remember to fill in specific fields until they matter. It keeps them focused on the important work of helping your customers.

Jira Service Desk can prompt your team to update or review up to 40 fields on each transition:

  1. Use the For transition dropdown to tell Jira Service Desk when to prompt your team.

  2. Choose the fields you want them to update or review.

You can prompt them to complete most text, number, label, date, or time fields you’ve added to your service desk, including custom fields. Learn more about custom fields.

You can include a personalized message explaining what fields to update and why.

Example

Most service teams categorize how they resolve a request when they mark a ticket as "done". If you use a field to capture how agents resolve tickets, you can use this information in reports. This can bring you insights into how your service team interacts with their customers. You can see if agents are closing tickets because they've lost touch with customers. Or, you might see that one channel is more successful in completing requests than another.

For example, you might create a dropdown custom field called “Resolution” in your request types. This field might have options like “Fixed”, “Canceled”, “Abandoned”, and so on.

Then, you can set up your request type's workflow to capture how agents resolved a request when then move the ticket into a “Done” status. To do so, add a Remind people to update empty fields rule to your transition, and choose your “Resolution” field. Jira Service Desk will prompt your team to add a resolution when they mark a ticket as done.

Restrict who can move a request

This rule enforces who can move requests using certain transitions. It restricts a transition to specific project users or roles. It’s handy for service teams that must enforce compliant or industry-standard ways of working. The rule makes sure the right person reviews and moves requests along their workflow.

Jira Service Desk can restrict any transition in a request type’s workflow:

  1. Use the For transition dropdown to tell Jira Service Desk what pathway you want to restrict.

  2. Choose the individual people or project roles allowed to use the transition. You can choose up to 20 people or roles.

Example

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

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

  1. Create a “Triaging” status in your workflow.

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

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

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

Jira Service Desk prevents any other person in the project from moving newly-created requests forward.

Update a request field

This rule helps ensure that requests capture the right information at the right time. You can reduce data entry errors and increase consistency. There are particularly useful for internal fields in your service desk.

Jira Service Desk can update certain fields for you automatically when you move issues between columns or change their status:

  1. Use the For transition dropdown to tell Jira Service Desk the status that updates a certain field.

  2. Choose which field you want to update automatically.

You can update most text, number, label, date, or time fields you’ve added to your project, including custom fields. Learn more about custom fields.

A few nuances:

  • When you update a text field using a rule, Jira Service Desk adds the desired text to existing text in the field. It won’t replace any existing text in the field.

  • When you update a time or date field, Jira Service Desk replaces anything in the field with the date and/or timestamp of when the request changed statuses. You can’t specify a static time or date.