The IT service desk template comes with a default problem management workflow that can be set up to complement the problem management process. Use the workflow to transition problem workflows alongside these ITIL recommended activities:
identification of workarounds
recording of known errors
We recommend you start with the Jira Service Desk’s default workflow and adapt it to your specific business needs over time.
Your service desk agents can create an issue using the Problem issue type. This puts the problem record into the recommended problem workflow.
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