The Change issue type was introduced as part of VIP-119 in December 2021.


The customer wants to change an IT infrastructure or IT service in a way that was not defined in the original setup. We accepted a Change Request. We need to change the infrastructure or service of the customer to roll out a new version (3rd party or VSHN product), fix issues proactively that affect multiple customers, etc.


jira change issue type


State Meaning Notes


Needs to be triaged by 1st Ops.


Clarifying details with customer (can be VSHN).

Check with engineer if anything is missing.

In Clarification

If we wait for the customer, internal or 3rd party input.


Prioritization <→ Service Manager.


Going to be worked on next.

Waiting for Maintenance

Everything is prepared and the next step in the task needs to be done during a planned maintenance window (for example, weekly maintenance window).

This state doesn’t include waiting for the customer.

In Progress

Currently being worked on.

Waiting for Customer

We can’t work on this task as we the customer needs to do something first (test, give feedback, answer a question) but the task isn’t considered done from our side yet.

Internal Review

The issue is done (all task deliverables completed) and should be reviewed by a VSHNeer before closing.

Do not change the assignee, but mention the one you’re waiting for


Finished. Nothing can be done anymore on this issue.

The issue can be re-opened and set back to in-progress if needed. If it’s a different issue, create a new ticket.


Transition Requirement

Waiting for Customer → Done

Customer closes the ticket or confirms it can be closed.

Internal Review → Done

Write the resolution of the ticket in the comment.

Done → In Progress

Write a comment that clearly says why this issue should be re-opened.