Atlassian's Support Workflow

[Martin Cleaver]

It would be useful if Atlassian would share its CSP Confluence Support Workflow as a Workflow Bundle.

[Ryan Goodwin · Accepted solution]

Hi Martin,

We don't generally share our internal workflows.

However, we do have several resources which you can reference that may help you.

How Atlassian uses JIRA for support - Specifically the page on workflows.

https://confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System

https://confluence.atlassian.com/display/JIRAKB/Using+JIRA+for+Helpdesk+or+Support

https://confluence.atlassian.com/display/Support/How+Atlassian+Uses+JIRA+for+Support

Hope this helps.

[Martin Cleaver]

Ok, thanks Ryan. I was just hoping to save some work!

Best, M.

[Remie Bolte]

For future reference: you can also use the Status Updater for JIRA add-on to automate workflow transitions, which is part of the Atlassian support workflow. It works with JQL-based triggers, which can include date comparisions. Upon transitioning workflow a comment can be added to the issue with information about why it was updated. You can use this to implement the support workflow "Waiting for Customer" -> "Pending Closure" -> "Closed" transitions.