workflows and customer portal

[Alejandra González]

Hi, I have few questions regarding Service Desk Project:

- Can we have two workflows for the same issue type/request? I need that if a custom field is= YES, it goes through a different workflow than if it's = NO

- Is there an option of creating another category in the customer portal?

 portal groups -> requests 

I wonder if we could have another one above portal groups or between them

Thank you

Alejandra

[Rilwan Ahmed]

@Alejandra González ,

For point 1, Create Workflow as shown in the attached image below. i.e. a decision maker and if required you can show only the required transition or customers/users. 
You can also enable the view based on "Value Field" condition provided by Jira Suite utilities plugin.

For point 2, are you looking something like below ? Adding groups for customer request type is available in JSM.

[Utkarsh Agarwal]

Hi @Alejandra González ,

- Can we have two workflows for the same issue type/request? I need that if a custom field is= YES, it goes through a different workflow than if it's = NO

No ideally you cannot have 2 workflows assigned to a single issue type. You need to have a workflow status, then create 2 transitions out. With 'Yes' it will foll a different set of statuses and transitions, with 'No' it will follow different set. You only need to make sure there are no 'all transitions' in the workflow.

- Is there an option of creating another category in the customer portal?

This is not yet available in JSM. You probably need to create separate JSM projects if you wish to have third level of hierarchy.

Kind Regards
Utkarsh

[Alejandra González]

Hi,

Regarding first answer, I don't understand what you mean by "not having all the transitions in the workflow". As far as I know, a workflow is formed by status and transitions. If I want to establish those conditions, it should be under the same workflow right? those conditions are defined through JQL?

Thank you

[Utkarsh Agarwal]

No I meant, do not add "All/global transitions" so that users don't starts to jump across.

[Joseph Chung Yin]

@Alejandra González -

In Jira/JSM, you cannot have two workflows associated to the same issue type within the same project.  However, you can customize the transitions design to check for your custom field value (via transition condition) to control the what transition is available.

Example -

WF have 4 statuses - TO DO, IN PROGRESS, IN REVIEW, and DONE.

If custom field = YES, then you want to allow user to transition issues from IN PROGRESS directly to DONE.  On the other hand, if custom field = NO, then issues from IN PROGRESS will need to be transition into IN REVIEW first before they can be moved to DONE.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.