IT Service Desk Workflows Bundle

(4) 763 downloads Valiantys WorkflowAvailable for JIRA 6.0 - 6.1.7 Unsupported
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IT Service Desk Workflows Bundle

ITIL-based. Ready-to-use. Customizable.

Within this bundle you will find the following 4 workflows: Incident/Request, Work-order, Problem and Change.

Incident/Request workflow

Resolve incidents with fewer clicks. This generic workflow covers the incident management process for requests such as password resets, printer, desktop, or software issues that can be resolved by 1st line agents. It also includes a custom tier by tier process to fit your IT Service Desk structure.

Work-order workflow

Sub-divide your main request and assign multiple sub-task to different departments. Your IT Service Desk gets the big picture, departments receive actions tocomplete . For instance, when a request for a new user comes, you can create work-orders for application access to HR or for a desktop build to IT. Only once these Work-orders are complete can the main request be closed.

Problem workflow

Prevent reccurring incidents and limit the impact on your business and IT Service Desk. When experiencing multiple incident that cannot be resolved, a problem ticket will be raised and linked to all related incidents. Alternatively this workflow enables the business to raise a problem based on known issues. Your IT team can then eliminate root causes effectively.

Change Management workflow

Provide structured and quick handling of all changes in your IT infrastructure. The included workflow covers a basic approach to handling change requests, which could involve CAB members, approval managers and a template that would typically need to be filled and attached before a change request is made in the first instance.

Keywords: Incident, Change, Problem, incident workflow, workorder workflow, change management workflow, problem workflow, Helpdesk, support, IT process, Service Desk, work-order, IT Service Desk, ITIL, escalation, SLA, JIRA Service Desk, CMDB, Service catalog, nFeed, Valiantys, VertygoSLA, IT Teams, KB, KPI, ITSM

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Pricing overview

This add-on is free for download instances.

This add-on is not available for OnDemand.

You can browse available OnDemand add-ons here.

User reviews

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by Ivan Krechko on 04 Oct 2013
Nice work. Thanks. :)
0 out of 1 found this review helpful
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by Shihui Su on 30 Dec 2013
not able to download this workflow, is this still available?
0 out of 2 found this review helpful
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Vendor response

Hi Shihui, There was an issue with the download page. Please try again clicking on the 'Get it now' button and it should work correctly.

Free add-on FAQ

Good news! This add-on is free.


IT Service Desk Workflows Bundle isn't formally supported.

Release notes

version 1.0JIRA 6.0 - 6.1.7

Initial Release


  1. Log into your JIRA instance as an admin.
  2. Click the admin dropdown and choose Add-ons. The Manage add-ons screen loads.
  3. Click Find new add-ons from the left-hand side of the page.
  4. Locate IT Service Desk Workflows Bundle via search. Results include add-on versions compatible with your JIRA instance.
  5. Click Install to download and install your add-on. If your add-on cannot be installed directly into your application, you may be prompted to download.
  6. You're all set! Click Close in the Installed and ready to go dialog.

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