[Aurelius108]

Nailed it, the biggest issue imho is those state transitions. Why make a state that can’t transition to all others? It takes forever to tease out the intention behind it. State machines are notoriously difficult in code, why add them into something unnecessarily?

[xp84]

Hugely agree that if in practice it’s just an extra click by the same person that’s a bad pattern. And you see it a LOT. Hard to justify even using a bespoke workflow when it just adds “digital paperwork.”

OTOH Jira does support a way to force you to build a process you’ll honestly follow — there’s a validator that says the person who transitions from Y to Z must be a different person than from X to Y (or say, that it must be a member of a certain team). :)

As an EM I think it is my job to ensure as little paperwork as possible, so I monitor this to make sure workflows don’t waste people’s time, using automations, context-sensitive paths through the workflow, etc. for instance I have a transition that skips past ALL of the steps and doesn’t even need to prompt the user, for when an issue needs to be resolved as “working as intended.”

[flicaflow]

We got that from the last audit. They don't like it if everyone could set the state of some ticket and thus circumvent the required workflow. A lot of companies develop certified software and thus have the same requirement.

[Aurelius108]

Ah that makes sense, we’ve got a process certification as well.