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Service desk workflow
The figure shows the Jira service desk workflow.
In the table below different statuses are explained:
Status | Description |
WAITING FOR SUPPORT | This status is default upon creation. It means that issue is created and registered in Jira. Waiting for work to start. |
IN PROGRESS | IN PROGRESS means that issue is assigned to an engineer, issue is being actively worked on at the moment by the assignee. |
WAITING FOR CUSTOMER | Progress is pending upon feedback from customer, for example in situations where KSGS needs more information before analysis can start. |
RESOLVED | RESOLVED means that the work is completed and issue is resolved. For bugs this means that a fix is implemented and tested. |
FIX DELIVERED |
Hot fix or release delivered to customer. |
CLOSED |
Issue is confirmed resolved, and closed. |
MONITORING |
MONITORING is used in situations where we want to monitor if a given fix works as expected, or in situations where we need more information. |
REJECTED |
REJECTED is used if the issue is not inside the scope of the delivered system or maintenance contract. |
This is how the service desk is configured today. Changes may occur in the future.