Statuses report at-a-glance the current state a customer’s request. You can customize the statuses your service team uses for each of your service project’s request types.
Statuses relate to your request type’s workflows and you can edit them in the workflow editor. Read more about workflows in team-managed projects.
Statuses can be shared between request types. This allows you to search for and report on customer requests in the same status without caring about the type of request they are. For example, you can find any requests that are currently “Waiting for customer” regardless if they are requesting IT help or they submitted a purchase request. Read more about reporting.
You must have the administrator role in your project to do the things described on this page. Learn more about team-managed project roles.
Add or create a status in your request type’s workflow
To add a status to a request type (or create a new one for your service project):
From your project's sidebar, select Service project settings > Request types.
From the sidebar, select the request type you want to edit.
Select Edit workflow.
Using the toolbar at the top of the editor, select a status category for the status you want to add. You can add statuses assigned to a to-do, in-progress, or done category.
Search for the status you want to add, or type a new name to create one.
Select Add.
Your new status appears on the workflow. By default, newly-added statuses allow requests in any other status to move into them. The Any status label represents this kind of "global" transition.
Read more about creating, editing, and deleting workflow transitions.
You can add up to 100 statuses across all of your project's workflows, and up to 50 statuses in any one workflow.
When you’re done making edits to your request type’s workflow, select Save and close from the workflow toolbar. Jira Service Management updates your service project's customer requests and queues to reflect any changes you've made.
When you’re done making edits to your request type’s workflow, select Save and close from the workflow toolbar. Jira Service Management updates your service project's customer requests and queues to reflect any changes you've made.Delete a status in your request type’s workflow
To delete a status:
From your project's sidebar, select Service project settings > Request types.
From the sidebar, select the request type you want to edit.
Select Edit workflow.
Select the status in your workflow diagram. The status details panel appears.
At the bottom of the details panel, select Delete status.
Statuses can be shared between workflows. Deleting a status in the workflow editor only removes the status from the workflow you're currently editing.
Pro tip: You can use the keyboard shortcut Ctrl+Z (on Mac: Cmd+Z) to undo any changes while editing your workflow. This comes in handy if you accidentally delete a status and don't want to recreate all of its transitions.
When you’re done making edits to your request type’s workflow, select Save and close from the workflow toolbar. Jira Service Management warns you about any requests that are in statuses you’re deleting and ask you to move them to a valid status. Jira Service Management updates your service project's customer requests and queues to reflect any changes you've made.