How to create the checklist in jira for agent view

[Abilash]

In our org,want to create the checklist and attachments in request type in work item view not for cutomers.below are the checklist ,so any suggestions to create .

Tasks (Decommissioning Checklist)

Data & Pipelines

• Disable and remove tenant Airflow DAGs / jobs
• Export and archive tenant data (per retention policy)
• Drop tenant database / schema
• Remove data feed emails

Access & Identity

• Revoke API keys / third-party integrations
• Delete IAM roles and users
• Delete Cognito user pool
• Remove from shared group(s)
• Remove from Office 365 support group

Infrastructure & Integrations

• Delete S3 buckets
• Delete / disable Power Automate flows
• Remove monitoring / alerting

Documentation

• Update documentation / inventory

Acceptance Criteria

• All approvals captured in ticket
• Data archived per retention policy
• All tenant resources fully removed
• InfoSec sign-off on data deletion
• Confirmation sent to Account team

Attachments / Links:

• Approval emails / screenshots
• Data export / archive location
• InfoSec deletion checklist

[Monika Ambrozowicz_Seibert_]

Hi @Abilash did you manage to solve your issue with the form? If you couldn't achieve what you wanted to, I have a suggestion but it requires installing a Marketplace app. 

Didit Checklists for Jira allow you to create the decommissioning checklist once as a reusable template, organized into sections like 'Data & Pipelines, 'Access & Identity', Infrastructure & Integrations, or 'Documentation' - and it gets added automatically to the relevant JSM request type whenever a new issue is created. Agents see the checklist directly in the issue view (not the customer portal), they can mark items as complete, skipped, or open, and attach notes or images to individual items (which covers your 'Attachments / Links' section for things like approval screenshots or the InfoSec deletion checklist).

You can also configure workflow validators so the issue can't be transitioned to resolved until all checklist items are checked off, which is useful for enforcing your acceptance criteria like InfoSec sign-off and confirmation to the Account team. Completed checklists can be exported as a PDF for audit documentation. 

The template setup is straightforward and doesn't require any scripting or automation rules to get the basics working. I am affiliated with the team behind the app (full disclosure), so I can help you with setting it up. 

[Olga Cheban _TitanApps_]

Hi @Abilash !

As I understand, you want a checklist that agents can see inside the work item view / JSM ticket, not something exposed to customers. Native Jira fields can hold simple data, but they don't give you a clean, grouped checklist with sections and progress. As Marc mentioned, you can solve this with the help of a third-party app from the Atlassian Marketplace.

For example, this can be done with our solution Smart Checklist for Jira. It enables you to add a structured checklist right inside the work item. By default, it's visible only to your agents, although you can make it visible to the customers too, if necessary. In your case, you can group items under headers like "Data & Pipelines", "Access & Identity", and "Infrastructure". Each step can be checked off as the work gets done.

This is an example of how it looks in practice:

You can also save your decommissioning checklist as a reusable template. Then, it can be added to new work items in just a few clicks or even automatically - for example, based on request type. Smart Checklist has built-in automation features, so you can configure this easily.

I hope this helps! Let me know if you have any questions.

[Marc -Devoteam-]

Hi @Abilash 

There is not checklist option ootb.

Look on the Atlassian Marketplace for 3rd party checklist apps.

To have an attachment option for the agents only, you will need to use a Company managed space, this is not possible with a Team Managed space.

Within Company Managed spaces, you relate Request Types to Work Item Types. Work items types use screens, that are configurable and these are used on the agent side.

The Request Types in the space can be populated with fields your require for the customer, but don't need to contain all field that are on tha agent screen.

[Abilash]

Thanks for response,just created the Form with all this checklist,but could not able to see option to attach this form in work item view.

[Marc -Devoteam-]

Hi @Abilash 

Can you provide screenshots?

It's difficult to see what it looks like on your side or what you have configured.

[Abilash]

sure find the screenshots,but i trying with automation rule to get form in work item view tab internal after ticket raised.

[Abilash]

tried with automation rule,its working ,after ticket raised automatically that form will show in internal.

[Marc -Devoteam-]

Hi @Abilash 

If a request is raise from the portal. that s where the form is shown on a request, when filled, this form is auto added to the issue

Use the button in the menu to add a from if you want ot add this after issue creaiton.

[Abilash]

ok @Marc -Devoteam- ,by trying with automation rule form is added automatically in request work item view whether it raised from portal or jira create ticket option.
Again have one concern, The Internal Note Form should not be editable while the ticket is in statuses like Open or Pending, and agents should only be able to edit it once the ticket reaches In Progress.is there any possibilites

[Marc -Devoteam-]

HI  

There are not.

As the form is open for edit or not, this is not related to a status of a workflow.

If you are keeping the form open on submitting, this form is open in any state of the workflow.