How to create multi phase project ticket template

[Hamilton Watkins]

We have use cases that would require the use a pre-populated project with phases.  Each phase would represent items that needed to be completed internally by certain member of staff.  Example would be to track the onboarding of a new client.  Phase I: sales side, Phase II: sale to sale engineer, Phase III : documentation gathering, etc.  Is this product capable of doing what other applications such as Connectwise or Autotask can do in a ticketing/project setup.

[Ravi Sagar _Sparxsys_]

Hi @Hamilton Watkins 

If I understand correctly then I think what you are looking for can be achieved by Jira Workflows, which is one of the most powerful feature of Jira and it is really good in it.

Let me try to give you some pointers.

• Jira project: It is a collection of issues, like a bucket. Your HR could have their own project, Finance can have their own project and of course your development teams.
• Issue Type: Within a project you create issue (nothing bad) of different types like onboarding, offboarding, recruitment (HR) or Bug, Story, Task (Dev) and so on. You decide what Issue types are needed in which project.
• Workflows: Each Issue Type like onboarding, bug, story etc can have their own workflow which defines the lifecycle of that issue and that is what you are looking for.

Read more about the workflows in the link. Workflow has different states and transition that connects them. At each stage/status you can capture additional information and you also can control who can move from one stage to another. There are lot of things that you can do.

To begin with I suggest create a project using a template that comes with various templates to get you started and customise when needed.

I hope it helps.

Ravi

[Hamilton Watkins]

Not really a tracking of an issue.  Really track the process of sales to implementation to completion of project.

example:

New prospect client

--sales reaches out ( we need ticket or case that will track what was done during the sales process also defining what the sales should accomplish in form of a case or ticket in that phase)

---task 1 define all POCs and document internally

---task 2 define the clients needs

---task 3 schedule demo

--Demo Time

---Task 1 review and plan demo around Task 2 of sales

---Pull any additional information from client such as services they made need 

--Accounting

---Task 1 prepare license

---Update billing

--etc....

These can be workflows but they are phases of a project... Mainly looking for a project header that can have phases with separate trackable tickets that will document and hold that party responsible for completing task at the same time allowing others to view project to see overall progress.  Is this something that Jira can do within its projects or any other applications?  I know ticket system such as Connectwise Manage can do it. 

[Ravi Sagar _Sparxsys_]

So you can create "New prospect client" as an Issue Type. Terminology can be a bit confusing if you are coming from a different tool. When you create a new prospect client let us say "Client X" you can then plan/track it. Jira also has the feature of linking and sub tasks. So "Client X" can be linked to other issues and Task 1, Task 2 etc could be sub task so you can track them separately but under "Client X".

For documentation Jira can be linked to Confluence which is a tool for online collaboration. So "Client X" related documentation can be linked to a specific page in Confluence or you can always attach file within Jira as well.

I am not aware of Connectwise but my feeling is that your requirements can be achieved within Jira. I would say sign up for a free version or evaluation version and give it a try.

[Hamilton Watkins]

My company is actively using Jira... I am just trying to find it within the application.  I see that I can create those things and issue etc.  The issue is I want to create template that will be used on every new client onboard so that we have repeatable tasks that are predefine cases or issues to work that are part of a larger item such as a project.  

Also you could be right that the lingo may be off but if you look at this image it gives an example of project templates

Each item in bold is a phase and the then the task or issues or tickets are under that phase.  Each item in the phase can be worked on and then completed and then when all are completed then the phase can be completed.  Does it have something like this.  If so I would love a demo of it with a screen share so I can see and put it into practice.

[Ravi Sagar _Sparxsys_]

Yes some these can be statuses in a Jira workflow, rest can be a custom field or a checklist. If you are looking for a demo then you can also seek professional help from an Atlassian Partner close to your geographical location. I also made a video on Jira Service Desk workflows that might be helpful and also on similar topics.