How to activate a new service request workflow and scheme?

[Mark Plimley]

We are new with Jira Cloud. 

I have a couple of Projects. In may Sales project, I created a new workflow. Call it "Test Workflow" with a simple linear scheme. Call it "Test Scheme".

In the Sales Project > Project settings > Request types, Common Requests, I can see my new request type with Issue type Service Request. When I go to the Issue types page, the only Service Request I see is the original one, with Description "Created by Jira Service Desk". 

What do I do now? How to I activate my new workflow/scheme? 

I wasn't able to find answers clicking around the admin area or in the documentation. If you can point me to the document page that answers these questions, that would be great.

Thanks,

Mark

[Alexey Matveev]

Hello,

Requests and Issue Types are different. the Issue Type is an entity of Jira Core. The Request is an entity of Jira Service Desk. Requests are built on issue types. There can be multiple requests using the same issue type. Workflow is connected to issue types, not requests. If you want to make a new workflow to a new request. Then you should create a new workflow, then link this workflow to a new issue type and then link the new issue type to a new request.

[Mark Plimley]

Thank you Alexey for pointing that out. How do schemas fit into the picture?

[Alexey Matveev]

Do you mean issue type schemes? You add issue types to a project using issue type schemes.

[Roberto Sanchez]

Thanks. I think I have it figured out now. I moved on to a permissions issue for my test customer account.

[Swat Singh]

Hi @Alexey Matveev 

I'm in a similar situation ... After a lot of googling and forum scouting I managed to Create a new issue type > link the issue type with my newly created Workflow >

but I'm not able to link Requests to workflow (my workflow)...

I also added a Issue type drop down to the Request type but still the same issue... 

How i tested it - I created a new ticket (Request) ... and when I checked the ticket in the queue > wokflow it showed the default workflow instead of the workflow I just created... not sure where am I going wrong?

https://support.atlassian.com/jira-service-desk-cloud/docs/manage-how-work-flows-in-your-next-gen-service-desk/

Any suggestion guys....?

[Bastian Stehmann]

Hi @Mark Plimley,

to activate your new workflow, you have to assign that workflow to an issue type and assign that issue type to an service request.

So there are two ways you can do this, I think.

If you do not need the original Service Request Issue Type and it's workflow, you can just assign that scheme you created to your project (Go to Project Settings -> Workflows and then choose "Switch Scheme" and select your scheme). All issue types that are configured in that scheme will have the new workflow assigned.

If you want to keep your original Service Request issue type with it's workflow, you need a second issue type. You can either choose an existing one or create a new one.

You can then edit the workflow scheme and configure it, so that the Service Request issue type has still the old workflow and your second issue type has the new workflow. You can add that scheme then to your project as described above. Additionally, you might have to add the second issue type to your Issue Type scheme, so that the issue type is available at all and then configure your new request type, so that it is assigned to the new issue type.

[Mark Plimley]

Thank you for the pointers. I'm going the way of a second issue type and a new workflow for it. I think I have assigned my Test issue type to my Test workflow.

I'm having trouble assigning my Test issue type to my Test request. I tried editing the issue type in the project with no luck. I looked at the issue type schemes and see my Test Request under Options for the Default Issue Type Scheme. I don't think I want to do this, as we expect to have different service request types that will not use my Test Request and probably not the default.

I went do Issues > Issue types, and for my Test Request issue type selected New issue type scheme for project and selected Associate and selected my project. But this wants to migrate the original issue type created by Jira (there are 2 affected issues).

I think I'm stuck again trying to achieve what you suggested.