DoIT Shared Tools - JIRA - Workflow Customizations

This document asks DoIT JIRA admins to consider specifics before requesting and generating a custom workflow.

Designing Custom Workflows

JIRA has the functionality to allow you to design your own workflow - the statuses and transitions that a task moves through for a given project or set of projects. The image below shows the DoIT Standard Workflow diagram.


The JIRA Admin team simply helps to create a digital version of your previously existing business workflow. Before sending requests to the JIRA Admin team, we highly recommend:

  • Discussing how, exactly, your team's process(es) work. Ideally, these discussions will be completed before we start the Jira Project implementation process.
  • Use a diagram app such as Gliffy or even something as simple as MS Powerpoint to create a diagram illustrating your workflow.
  • Use Excel to draft/finalize a table with Step Names, Linked Statuses, and Transitions. In the image below, you will see the DoIT Standard Workflow.


    Please be mindful to test all scenarios of your workflow to avoid discovering a dead-end (e.g. can neither move forward nor backward in the workflow) while in production. We will put your requested workflow in place exactly as you have requested. We will rely on you to test it when it is in place.

We find that the process of drawing/ drafting out this diagram will generate lots of important discussions and possibly process redesign prior to the Jira Project implementation process. As a starting point for your diagram you may:

Oftentimes this is sufficient for projects, or a good starting point to get a group used to using JIRA prior to customization. The change in tracking tasks or moving work items through a process can be a significant cultural change to a group.

In your final diagram, the blocks should indicate Statuses and lines connecting blocks are Transitions (which will correspond to the labels of the buttons). Additionally, provide explanatory text for transitions (which will be the mouseover text on the button), or custom actions that may occur at various steps (e.g. assign to a specific person, require a specific field). The image below shows the mouseover text for the status of Closed.

Important Considerations

A few things are important to note regarding custom workflows:

  1. Once a workflow is live and tasks are moving through the process, making edits to the workflow may require significant amounts of administration as well as discussion with users as to how tasks midway through the process should be managed. Please spend the time upfront to mitigate this risk.
  2. Workflow requests that require significant amounts of time, meetings, planning, or follow-on rework may necessitate time to be billed to the requesting department.
  3. Depending on the complexity and level of customization needed, this may fall under the Extended Support area of the Shared Tools Service.

Requesting Workflow Customizations

When your custom workflow is designed with all the above considerations, please contact the Shared Tools team via the DoIT Help Desk at A JIRA Admin will then get in contact to discuss the implementation process. Please note that changes are implemented based on admin availability.

Keywords:admin project work flow scheme procedure custom create change edit request requesting design make new open close closed in progress hold   Doc ID:19796
Owner:Teresa A.Group:Shared Tools
Created:2011-08-17 11:07 CDTUpdated:2020-11-09 13:40 CDT
Sites:DoIT Help Desk, DoIT Staff, Shared Tools
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