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IT Service Desk Workflows Bundle

by Valiantys for JIRA Server 6.0 - 6.3.15
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Data Center
This add-on is compatible with the clustering and high-availability capabilities of our products.

    Speed up your IT Service Desk deployment with these customizable workflows based on ITIL best practices

    Incident / Request workflow

    Problem workflow

    Change Management

    The standard ITIL workflow used for most types of service desk requests such as Incidents and Requests. It includes the ability to place items on hold or to escalate them to Tier 2 or Tier 3.

    This workflow allows to raise problem tickets and link them to all related incidents automatically when experiencing multiple incidents that cannot be resolved. Alternatively problems can be raised based on known issues.

    This workflow covers a basic approach in handling change requests, which could involve CAB members, approval managers and a template to fill and attach before making such a request.

    User reviews

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    by Srinivas Chimata on 2015-04-24
    We have Jira Service Desk. Is the IT Service Desk different from the Jira Service Desk??
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    Vendor response

    Hello Srinivas! Our workflow bundle is a preset bundle of ITIL based workflows to help you get started faster when using JIRA in a Service Desk context. It is not a full product, such as JIRA Service Desk - which is Atlassian extension for Service Desk management. Hope this answer your question.
    by Aggelos Paraskevopoulos [Cententia] on 2015-04-21
    Not able to download bundle. There is unknown html macro in confluence download page.
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    Vendor response

    Thanks for raising this issue Aggelos. It is now fixed and you can freely download the workflows.
    by Shihui Su on 2013-12-30
    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.
    by Ivan Krechko on 2013-10-04
    Nice work. Thanks. :)
    0 out of 1 found this review helpful
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    More details

    Start with out of the box ITIL-based best practices!

    At Valiantys, we help companies implement Atlassian tools within their organisation and we often find ourselves setting up JIRA for IT Service Desk.

    Based on our experience, this workflow bundle will help you get started faster with your IT Service Desk set up.It includes 4 essential workflows:

    • Incident/Request
    • Work-order
    • Problem
    • Change

    Using JIRA for HR? Check our HR workflows bundle and maximize your Human Resources teams efficiency.

    Free add-on FAQ

    Good news! This add-on is free.


    IT Service Desk Workflows Bundle isn't formally supported.

    Release notes

    Version 1.01 JIRA Server 6.0 - 6.3.15 Released 2015-01-19


    Marketplace update


    Updating visual assets for the new marketplace display

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