Workflow Properties in Jira Service Management

Summary

Workflows in Jira Service Management are different from regular Jira applications workflows. Jira Service Management workflows have additional properties that Service Management uses to transition issues through the workflow. You may encounter problems transitioning issues in the customer portal if the workflow associated with a Service Management project does not have the properties mentioned below. As noted, we recommend using automation rules to make any workflow adjustments.

Solution

Workflow

• The "sd.workflow.key" property must be added to the workflow. This goes near the start of the workflow XML.

• The value of the property will be "sdItSupport" as seen in the example below

• The following is a copy of the first few lines of an XML workflow. The property is added in the <workflow> prior to <initial-actions>

  1 2 3 4 5 6 7 8 <?xml version="1.0" encoding="UTF-8"?> <!DOCTYPE workflow PUBLIC "-//OpenSymphony Group//DTD OSWorkflow 2.8//EN" "http://www.opensymphony.com/osworkflow/workflow_2_8.dtd"> <workflow> <meta name="jira.description"></meta> <meta name="jira.update.author.key">tim</meta> <meta name="jira.updated.date">1420821503661</meta> <meta name="sd.workflow.key">sdItSupport</meta> <initial-actions>

Steps

• The "sd.step.key" property must be added to each step of the workflow in order for Jira Service Management to know who the request is waiting for (support or customer)

• WaitingForSupport = "sdWFSupport"

• Click here to expand example...

  <step id="5" name="Reopened">

  <meta name="jira.status.id">4</meta>

  <meta name="sd.step.key">sdWFSupport</meta>

  <actions>

• WaitingForCustomer = "sdWFCustomer"

• Click here to expand example...

  <step id="3" name="Pending Customer">

  <meta name="sd.step.key">sdWFCustomer</meta>

  <meta name="jira.status.id">3</meta>

  <actions>

• Resolved = "sdResolved"

• Click here to expand example...

  <step id="4" name="Resolved">

  <meta name="jira.status.id">5</meta>

  <meta name="sd.step.key">sdResolved</meta>

  <actions>

Actions

• The "sd.action.key" property must be added to each workflow action that will be transitioning the issue between statuses

• Adding these will cause Jira Service Management to automatically transition the issue when the customer adds a comment or when a Service Management Agent makes a comment directed toward the customer

  • CustomerToSupport = "sdWFCustomerToWFSupport"

  • Click here to expand example...

    <action id="721" name="T2">

    <meta name="jira.description"></meta>

    <meta name="jira.fieldscreen.id"></meta>

    <meta name="sd.action.key">sdWFCustomerToWFSupport</meta>

    <results>

  • SupportToCustomer = "sdWFSupportToWFCustomer"

  • Click here to expand example...

    <actions>

    <action id="731" name="T3">

    <meta name="jira.description"></meta>

    <meta name="jira.fieldscreen.id"></meta>

    <meta name="sd.action.key">sdWFSupportToWFCustomer</meta>

  • CustomerToResolved = "sdWFCustomerToResolved"

  • Click here to expand example...

    <action id="741" name="R1">

    <meta name="jira.description"></meta>

    <meta name="jira.fieldscreen.id"></meta>

    <meta name="sd.action.key">sdWFCustomerToResolved</meta>

  • SupportToResolved = "sdWFSupportToResolved"

  • Click here to expand example...

    <action id="742" name="R1">

    <meta name="jira.description"></meta>

    <meta name="jira.fieldscreen.id"></meta>

    <meta name="sd.action.key">sdWFSupportToResolved</meta>

Default Service Management Workflow

• Here is a copy of the default Service Management workflow

• 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273 274 275 276 277 278 279 280 281 282 283 284 285 286 287 288 289 290 291 292 293 294 295 296 297 298 299 300 301 302 <?xml version="1.0" encoding="UTF-8"?> <!DOCTYPE workflow PUBLIC "-//OpenSymphony Group//DTD OSWorkflow 2.8//EN" "http://www.opensymphony.com/osworkflow/workflow_2_8.dtd"> <workflow> <meta name="jira.update.author.name">admin</meta> <meta name="jira.update.author.key">admin</meta> <meta name="sd.workflow.key">sdItSupport</meta> <meta name="jira.description"></meta> <meta name="jira.updated.date">1383883468586</meta> <initial-actions> <action id="1" name="Create Issue"> <meta name="opsbar-sequence">0</meta> <meta name="jira.i18n.title">common.forms.create</meta> <meta name="jira.description"></meta> <meta name="sd.action.key">sdInit</meta> <validators> <validator name="" type="class"> <arg name="class.name">com.atlassian.jira.workflow.validator.PermissionValidator</arg> <arg name="permission">Create Issue</arg> </validator> </validators> <results> <unconditional-result old-status="Finished" status="Open" step="11"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueCreateFunction</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="eventTypeId">1</arg> </function> </post-functions> </unconditional-result> </results> </action> </initial-actions> <steps> <step id="4" name="sd.workflow.itsupport.step.name.resolved"> <meta name="sd.step.key">sdResolved</meta> <meta name="jira.status.id">10000</meta> <actions> <action id="861" name="sd.workflow.itsupport.transition.reopen.name" view="fieldscreen"> <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.reopen.submit</meta> <meta name="jira.description"></meta> <meta name="jira.i18n.title">sd.workflow.itsupport.transition.reopen.title</meta> <meta name="jira.fieldscreen.id">10005</meta> <meta name="sd.resolution.clear"></meta> <results> <unconditional-result old-status="Not Done" status="Done" step="11"> <post-functions> <function type="class"> <arg name="field.value"></arg> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueFieldFunction</arg> <arg name="field.name">resolution</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> <arg name="eventTypeId">13</arg> </function> </post-functions> </unconditional-result> </results> </action> </actions> </step> <step id="8" name="sd.workflow.itsupport.step.name.waitsup"> <meta name="sd.step.key">sdWFSupport</meta> <meta name="jira.status.id">10004</meta> <actions> <action id="801" name="sd.workflow.itsupport.transition.resolved.name" view="fieldscreen"> <meta name="sd.tour.resolve.step">true</meta> <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.resolved.submit</meta> <meta name="jira.description"></meta> <meta name="jira.i18n.title">sd.workflow.itsupport.transition.resolved.title</meta> <meta name="jira.fieldscreen.id">10003</meta> <meta name="sd.action.key">sdWFSupportToResolved</meta> <results> <unconditional-result old-status="Not Done" status="Done" step="4"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="eventTypeId">13</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> </function> </post-functions> </unconditional-result> </results> </action> <action id="851" name="sd.workflow.itsupport.transition.waitcus.name" view="fieldscreen"> <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.waitcus.submit</meta> <meta name="jira.i18n.title">sd.workflow.itsupport.transition.waitcus.title</meta> <meta name="jira.description"></meta> <meta name="jira.fieldscreen.id">10004</meta> <meta name="sd.action.key">sdWFSupportToWFCustomer</meta> <results> <unconditional-result old-status="Not Done" status="Done" step="10"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="eventTypeId">13</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> </function> </post-functions> </unconditional-result> </results> </action> </actions> </step> <step id="10" name="sd.workflow.itsupport.step.name.waitcus"> <meta name="sd.step.key">sdWFCustomer</meta> <meta name="jira.status.id">10002</meta> <actions> <action id="761" name="sd.workflow.itsupport.transition.resolved.name" view="fieldscreen"> <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.resolved.submit</meta> <meta name="jira.description"></meta> <meta name="jira.i18n.title">sd.workflow.itsupport.transition.resolved.title</meta> <meta name="jira.fieldscreen.id">10003</meta> <meta name="sd.action.key">sdWFCustomerToResolved</meta> <results> <unconditional-result old-status="Not Done" status="Done" step="4"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> <arg name="eventTypeId">13</arg> </function> </post-functions> </unconditional-result> </results> </action> <action id="781" name="sd.workflow.itsupport.transition.waitsup.name"> <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.waitsup.submit</meta> <meta name="jira.description"></meta> <meta name="jira.i18n.title">sd.workflow.itsupport.transition.waitsup.title</meta> <meta name="jira.fieldscreen.id">10002</meta> <meta name="sd.action.key">sdWFCustomerToWFSupport</meta> <results> <unconditional-result old-status="Not Done" status="Done" step="8"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> <arg name="eventTypeId">13</arg> </function> </post-functions> </unconditional-result> </results> </action> </actions> </step> <step id="11" name="sd.workflow.itsupport.step.waittriage"> <meta name="sd.step.key">sdUntriaged</meta> <meta name="jira.status.id">10001</meta> <actions> <action id="831" name="sd.workflow.itsupport.transition.resolved.name" view="fieldscreen"> <meta name="jira.description"></meta> <meta name="sd.tour.resolve.step">true</meta> <meta name="jira.fieldscreen.id">10003</meta> <results> <unconditional-result old-status="Not Done" status="Done" step="4"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="eventTypeId">13</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> </function> </post-functions> </unconditional-result> </results> </action> <action id="841" name="sd.workflow.itsupport.transition.waitsup.name"> <meta name="jira.i18n.submit">sd.workflow.itsupport.transition.waitsup.submit</meta> <meta name="jira.i18n.title">sd.workflow.itsupport.transition.waitsup.title</meta> <meta name="jira.description"></meta> <results> <unconditional-result old-status="Not Done" status="Done" step="8"> <post-functions> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.UpdateIssueStatusFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowupdateissuestatus-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.misc.CreateCommentFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowcreatecomment-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.GenerateChangeHistoryFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowgeneratechangehistory-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.issue.IssueReindexFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowreindexissue-function</arg> </function> <function type="class"> <arg name="class.name">com.atlassian.jira.workflow.function.event.FireIssueEventFunction</arg> <arg name="full.module.key">com.atlassian.jira.plugin.system.workflowfireevent-function</arg> <arg name="eventTypeId">13</arg> </function> </post-functions> </unconditional-result> </results> </action> </actions> </step> </steps> </workflow>