Building Service Desk from scratch

[Rashad Issa]

Hello community gurus! I am new to the community and to service desk.

I would like to set up a full service desk for the entire business. over 20 processes and around 30 types of requests.

I want to understand how best to proceed. My brain works in a building block format top to bottom. 

Project - Request - Fields? or Fields - Requests - Projects? 

What if the fields are to be commonly used amongst different types of requests?

I would like to do this in an efficient way and I am not sure whether each process should be its own project or one project and different request types?

Any guidance is highly appreciated! 

Thanks! 

[Deleted user]

Hi @Rashad Issa,

I would suggest looking into the JIRA Service Desk Starter Documentation and progressing from there. The documentation can help you to align the JIRA Service Desk framework to you requirements.  

What if the fields are to be commonly used amongst different types of requests?

If you require field configurations (to be able to hide fields from certain project and issue types) refer to this documentation. 

Since you have so many processes and request types, my suggestion would be to start small, and iterate quickly with regards to roll-outs and testing. 

After your first request type and process have been set up you will be able to complete the rest, and improve upon your previous iterations.

Hope this helps

[Rashad Issa]

Thanks Danny!