Workflow Transitions different in Jira Agile to Service Desk

[Nathan Smith]

Hi,

We use JIRA Agile extensively in IT, and our Operations department is exploring the use of JIRA Service Desk to help them route calls.   I am helping them set up their workflow on a trial version of Service Desk, but the options available for Transitions are different to the ones available in JIRA Agile.  

I want to link the 'Assigned' status to the assigning of a User (i.e. make it mandatory at this stage of the Workflow) and make the Resolution mandatory when an issue is closed.  However, the options I see for Transitions don't make any sense to the Service Desk environment as they are focussed on Code Review tasks.  

JIRA Agile transitions:Jira Agile (IT) Workflow.PNG

JIRA service desk transitions:

Validator - Ops Workflow.PNG

Validator - Ops Workflow.PNG

Jira Agile (IT) Workflow.PNG

[Lindsay Barton · Accepted solution]

If you go to the Manage Add-ons page, you should see JIRA Suite Utilities.  Have any of its modules been enabled?  There is a specific module, Fields Required, that needs to be enabled, and there are other modules that give you other options, e.g. allowing only certain users to execute a transition (another validator) or copying a value from one field to another (post function).

[Lindsay Barton]

You can make certain fields required on transition with JIRA Suite Utilities. The Validator would be exactly that: "Fields Required."

This is a very useful validator! The only thing to note is that if the field is on the transition screen, it won't have a red asterisk next to it (since it's not a required field according to the field configuration). The Service Desk agent will, however, get presented with an error message if he/she tries to transition the issue without that required field.

Let me know if I can be of further help!

[Nathan Smith]

Fantastic - that worked, thank you so much Lindsay.

One more question - I would like to trigger a transition (setting status 'Assigned') when an event occurs in the issue (i.e. an assignee is added).  I'm looking into using Listeners for this, but is there a simpler way?

[Charles Wells]

Nathan, you can create custom events - check out adding a custom event.

I'm not as clear on your trigger question, mainly because now the term "triggers" has a specific connotation. Triggers are a newer advanced workflow feature, but are designed to interact with the Atlassian development tools. 

Sounds like your looking to automate part of the workflow steps and there should be a variety of ways to do this. There is an automation plugin that may do the trick, but Lindsaycan probably describe more options.

[Nathan Smith]

Thanks @Charles Wells . I'm not referring to triggers from a development tool, but an event within Service Desk triggering a transition in the Workflow (specifically assigning a user). Lindsay, any insight on this would be great. Many thanks

[Lindsay Barton]

The Automation plugin would be great -- it's very convenient! But it's only available to hosted environments. If you remain in Cloud, then, a listener is a great way to solve this; you'd write a listener to transition the issue on the issue assigned event.

[Nathan Smith]

Thanks Lindsay,

I'm using a trial version of Service Desk (Cloud version), and only have 3 Validators available (see the screenshot above), even though JIRA Suite Utilities is supposed to be available pre-installed on the Cloud.

Do Validators need to be activated, somehow, to be able to add them to the Workflow.

thanks

[Charles Wells]

Nathan, Validators do not need to be activated. They are part of advanced workflow configuration. https://confluence.atlassian.com/display/JIRA/Advanced+workflow+configuration