Jira Service Desk Incident Management Workflow

This workflow can be customized to suit your needs and reduce downtime and negative impacts on business. The incident management process described here uses several tools that are specific to atlassian and can be substituted as needed. The image below illustrates the default jira workflow.

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The service desk is also known as the help desk.

Jira service desk incident management workflow.

The most important is the service desk. At atlassian we define an incident as an event that causes disruption to or a reduction in the quality of a service which requires an emergency response. Incident management involves several functions. Best practices for testing workflows in jira.

Hope this answer your question. Jira service desk does this through issue type fields and screens. For information about the basics of workflows see working with workflows for information on workflows and how they work in jira service desk see c onfiguring request types and workflows. Additionally you can customize the fields of information used by your agents.

It is not a full product such as jira service desk which is atlassian extension for service desk management. Incident management is the process used by devops and it operations teams to respond to an unplanned event or service interruption and restore the service to its operational state. Jira service desk is simply modern service desk software that s easy for anyone to use simple for your admin to set up and has everything your it teams need out of the box including automation rules slas real time reporting and itil certified processes like incident problem and change management. Which allows for transitions in multiple directions from all statuses.

Testing your new workflow is essential. Without the service desk users will contact support staff without the limitations of structure or prioritization. This page describes advanced configurations for jira service desk workflows. Jira service desk allows you to customize the fields of information collected from customers.

To allow you to provide the best response when incidents occur in your business jira service desk provides an information technology infrastructure library itil compliant incident management workflow. The problem management workflow for jira service desk has been designed based on itil recommendations. Incident tracking every incident is tracked as a jira issue with a followup issue created to track the completion of postmortems atlassian uses a heavily customized version of jira software for this. Our workflow bundle is a preset bundle of itil based workflows to help you get started faster when using jira in a service desk context.

As a jira service desk administrator you can control the following aspects of a transition s behavior. The service desk is the single point of contact for users to report incidents. Default form fields for incident reports. This jira workflow builds in a great deal of flexibility with how the issue can be moved forward.

It ensures your team follow a standardized process to manage problems.