Manage workflows

All JSM projects contain issues that your team can view, work on, and transition through stages of work — from creation to completion. The path that your issues take is called a workflow.

Each workflow is composed of a set of statuses and transitions that your issue moves through during its lifecycle. You can customise workflows for different request types, ensuring they reflect your organisation’s processes.

Benefits

• Streamlines process management: Automate issue stages for consistency.
• customisation for request types: Tailor workflows for different request types to meet your team’s needs.
• Transparency: Track the progress of issues throughout their lifecycle.
• Improves efficiency: Reduce manual work and speed up response times.
• Enhanced collaboration: Facilitate team communication with defined steps.
• Consistency: Ensure all issues follow the same process.
• Better reporting: Track key metrics like resolution times and process efficiency.

Customise workflows

Workflows in JSM – shared model

In the shared model, the SHIP-HATS team holds Jira Administrator permissions. Only they can create or edit workflows in the JSM shared model.

Note that Project Administrator (PA) cannot edit workflows in JSM shared model. This restriction is an Atlassian product limitation. For more details, see JSDCLOUD-17491.

As a workaround, you can submit a service request with your workflow changes. The SHIP-HATS team will make the workflow updates on your behalf.

Workflows in JSM – dedicated model

JSM – Dedicated model

If your agency uses the JSM dedicated model and assigns a JSM agent license to one of your users, they are granted with the Jira Administrator permissions.

Users with Jira Administrator permissions can then create, edit, and update workflows in the JSM dedicated model.

Additional resources