Which default service desk workflows help IT teams work better?

In Jira Service Desk, we associate your service catalog with workflows by assigning a request type to an underlying issue type. Our recommendation is for IT teams to use four of the ITIL-inspired workflows. Default workflows include:

  • Change Management workflow for Jira Service Desk

  • Incident Management workflow for Jira Service Desk

  • Jira Service Desk default workflow

  • Problem Management workflow for Jira Service Desk

  • Service Request Fulfilment with Approvals workflow for Jira Service Desk

These allow you to have many customer request forms that follow the same workflow. For example, new hardware requests and password resets use the same service request workflow.

Our default workflows make your service desk effective out of the box. You can customize them as you go along, scaling to the needs of your business.

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