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Workflows in JIRA Service Desk are different from regular JIRA workflows. JIRA Service Desk workflows have additional values that Service Desk uses to transition issues through the workflow.

 

You may encounter problems transitioning issues in the customer portal if the workflow associated with a Service Desk project does not have the attributes mentioned below

워크플로우

  • The "sd.workflow.key" attribute must be added to the workflow. This goes near the start of the workflow XML.
  • The value of the attribute will be "sdItSupport" as seen in the example below
  • The following is a copy of the first few lines of an XML workflow. The attribute is added in the <workflow> prior to <initial-actions>
<?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>

단계

  • The "sd.step.key" attribute must be added to each step of the workflow in order for JIRA Service Desk 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" attribute must be added to each workflow action that will be transitioning the issue between statuses
  • Adding these will cause JIRA Service Desk to automatically transition the issue when the customer adds a comment or when a Service Desk Agent makes a comment directed toward the customer
    • CustomerToSupport = "sdWFCustomerToWFSupport"
    •  여기를 클릭하여 펼치기...

              <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"
    •  여기를 클릭하여 펼치기...

            <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"

    •  여기를 클릭하여 펼치기...

              <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"
    •  여기를 클릭하여 펼치기...

          <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 Desk Workflow

  • Here is a copy of the default Service Desk workflow
  •  여기를 클릭하여 펼치기...
    <?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>

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