Change workflows for an issue ?

[Pierre-Henry Deliège]

Hello all,

Well, I'm starting with Jira and I have a question concerning the link between issue and Workflow.

Well, I'm using the default configuration of Jira Cloud.

So I have the following Workflows:

JIRA Service Desk Change Management Workflow (Change Issue)

JIRA Service Desk IT Support Workflow (Incident and Service Request Service Issues)

A customer create an issue (by default = Incident Type) and I would like to change this issue to the Change Issue Type => different Workflow.

I'm not able to do it... I can only change the issue type from Incident to Request Service.

Is it because my issue has the status "WAITING FOR SUPPORT" and this status is not part of the Change Management WORKFLOW ?

Any hints or recommendations would be appreciate.

Thanks in advance,

[Alexey Matveev · Accepted solution]

Hello,

As far as I understand you want to change the Issue Type of an issue, after the issue was created. If so, then it is impossible for issues with the different workflows. 

You can either use the Move option in the More menu or use a plugin like ScriptRunner.

[Pierre-Henry Deliège]

Great...

The Move Issue is working !!!

Thanks for your help.

[Alexey Matveev]

You are welcome!

[Rangarajan Parthasarathy]

@Alexey Matveev just a quick check.  Can this Option of Move be interchangeably used to convert an Incident to Change? I mean, how do we track the Issues that moved to Change if we were to move an Incident to Change type?

 General ITIL process that I am aware of is that, an Incident will be created and a subsequent Change will be created to fix this Incident right? If we MOVE an Incident type to Change is it right approach as per ITIL process? Please clarify.

[Nic Brough -Adaptavist-]

I would not do that.  It's a little clumsy to do physically, but the main reason is data and reporting.

If you move an incident to become a change, there are two big problems you cause.

1.  Incidents and Changes usually have very different data.  For example, a change has no use for "root cause analysis" and an Incident has no use for "planned delivery date".

2.  If you move incidents to changes, it becomes almost impossible to report on incident handling.

When an incident leads to load of work that means a change request is needed, you should create a separate CR and link back to the incident with "this change helps/fixes this incident"

[Rangarajan Parthasarathy]

Thanks NIC, appreciate your clear response.