Creating specific request types with tailored forms is a core best practice in JSM. It structures the intake process, ensures necessary information is collected upfront based on the context (e.g., a password reset vs. a software request), and improves both customer and agent experience by reducing back-and-forth.

A validator is the correct Jira workflow feature to enforce business rules. It prevents a transition from being executed unless certain criteria are met—in this case, ensuring the issue’s current status is ‘In Progress’. This automates the enforcement, maintains data integrity for reports, and is more reliable than manual reminders or workarounds.

The ‘Browse Projects’ permission is designed precisely for this scenario. It allows users or groups to view issues within a project without granting them the ability to edit, comment, or transition them. This enables cross-team visibility and collaboration while maintaining project security and ownership.

Opsgenie (or Jira Ops) is Atlassian’s incident management platform designed for alerting, on-call scheduling, and coordinated response. Its deep integration with JSM allows for triggering alerts to entire teams via multiple channels (SMS, email, phone) and linking directly to incident tickets and status pages, providing a unified command center for major incidents.

This query is precise and performant. It correctly filters for high-priority issues (priority = High), checks for overdue dates (due < now()), and excludes issues that are already in a terminal/resolved state (status NOT IN (Closed, Resolved, Done)). Using NOT IN is more efficient and accurate than a series of AND status != clauses. Option 1 includes resolved issues, and Option 4 uses inefficient text searching.

Workflow rules are project-specific when a workflow scheme is associated with a project. Adding a validator (requiring the ‘Approval Code’ field to not be empty) directly to the ‘Done’ transition in the workflow used by the ‘Finance Requests’ project enforces the business rule precisely where and when it’s needed, without affecting other projects.

An automation rule is the most effective and non-intrusive solution. It can be configured to listen for the first internal comment added by an agent (after creation) and automatically send that comment as a notification to the customer. This builds the desired behavior (‘send an update’) directly into the process, ensures consistency, and reduces manual steps for agents.

In Insight (Jira’s asset management), relationships between objects (like a Laptop CI and a User CI) are defined and managed through object schemas and their attributes. Specifically, you would create an attribute (e.g., ‘Assigned User’) on the Laptop object schema that has a ‘Reference’ type pointing to the User object schema. This creates a structured, searchable, and reportable link between the asset and the person.

A transition condition is the standard method to gate a workflow step based on issue data. By placing a condition on the ‘Implement’ transition that checks the value of the ‘CAB Approved’ field, you prevent the change from moving to an implementation state unless the approval has been formally recorded. This enforces the policy directly within the workflow.

Creating specific request types with tailored forms is a core best practice in JSM. It structures the intake process, ensures necessary information is collected upfront based on the context (e.g., a password reset vs. a software request), and improves both customer and agent experience by reducing back-and-forth.0