I have multiple questions to ask before signing up for the paid version

[Vivek Mishra]

1. Can we raise Trello ticket from Jira service management using the integration from Jira-Trello Power up?

2. Jira service management uses confluence for knowledge base and is free up to 10 users. What if we take confluence subscription separately can we use that in jira service management?

3. For business users, initially we are planning to get tickets raised by them via the email. Now from the email channel we can either get a service request or and report a system problem, etc (One at a time). Can we have multiple options here of getting issues and requests raised by customers?

4. Also for the tickets raised from point 3, can it be assigned to specific teams automatically?

5. in the above scenario will the customers raising tickets get an update of the ticket on their emails?

6. Trello is used internally in our company, so if raise ticket for Trello from Jira will the updates in Trello send notifications to customers?

7. While assigning tickets to other teams can we have some fields mandatorily filled (like should have attachments, etc), can we set these rules?

8. Can we have certain pages from confluence exposed to users for their self help ?

9. If the tickets going to be breached can we escalate the same to a senior person/team?

10. What sort of reports we can get to analyze the tickets and patterns?

[Vivek Mishra]

I am sorry If am unable to frame the question correctly, but I have attached a screenshot which has only one option either "Report a system Problem" or "Emailed Request" etc.

So how can i configure for both these options via email for the customer and based on what parameter the system will decide if the email is for "Report a system Problem" or "Emailed Request"

[Olga Videc]

Np, okay the problem is that email requests are associated with one request type.

You can't have multiple request types associated with the email channel.

This is discussed here.

https://community.atlassian.com/t5/Jira-Software-questions/Multiple-Request-types-as-Used-by-email-channel/qaq-p/1641059

You can set up some automation to check the issue description and change the request type based on that, or if you know who/which organization will report which type.

BR, Olga

[Olga Videc]

1. Can we raise Trello ticket from Jira service management using the integration from Jira-Trello Power up?

YOu can create issues from Trello to Jira not the other way round, but you can link

Documentation
https://help.trello.com/article/1081-using-the-jira-power-up
https://trello.com/power-ups/586be36326cc4c7e9f70beb3/jira

2. Jira service management uses confluence for the knowledge base and is free for up to 10 users. What if we take confluence subscription separately can we use that in Jira service management?
Yes you can connect confluence and Jira Service Management, you can use free licenses, but these licenses do not apply to JSM, every product has separate licenses.

3. For business users, initially we are planning to get tickets raised by them via email. Now from the email channel, we can either get a service request or and report a system problem, etc (One at a time). Can we have multiple options here for getting issues and requests raised by customers?
You can have both, issues can be created via email & customer portal, detailed documentation
https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

4. Also for the tickets raised from point 3, they can be assigned to specific teams automatically?
The ticket can only be assigned to a user never a team, but you can use components to separate issues, so every component is a different team.
To assign a ticket to a specific person use automation, but tickets should be rased through the portal and the customer should select some custom field (like component) so you can use automation to match the issue.

5. in the above scenario will the customers raising tickets get an update of the ticket on their emails?
Every notification is sent to email.

6. Trello is used internally in our company, so if raise ticket for Trello from Jira will the updates in Trello send notifications to customers?
Jira power up cant do this but Jira + Trello Two-Way Sync can.
https://trello.com/power-ups/5891fb016d52033680ac9051/jira-trello-two-way-sync

7. While assigning tickets to other teams can we have some fields mandatorily filled (like should have attachments, etc), can we set these rules?
These are called validators and conditions and they are applied on issue transitions, they can't be applied when assigne is changed.
What you can do is set a validator on specific transtion/s and set condition if assigne is xy then apply this validator.

8. Can we have certain pages from confluence exposed to users for their self-help?
Yes it's called public access, and then you make some of the spaces public, but it's not available on the free plan.

9. If the tickets going to be breached can we escalate the same to a senior person/team?

Best practices for managing escalations

https://support.atlassian.com/jira-service-management-cloud/docs/best-practices-for-managing-escalations/

10. What sort of reports we can get to analyze the tickets and patterns?

Documentation on default reports, you can use different add-on(paid), connectos(paid) for example Power bi

https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/

[Vivek Mishra]

For point 3 your answer was Quote

You can have both, issues can be created via email & customer portal, detailed documentation
https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

UnQuote

My question was is there an option to create issues and requests both simultaneously via email only?

[Olga Videc]

Yes, you can create issues via email, your service desk has a specific email address when you send an email to that address a request will be created, anyone can create a request.

Sorry if I misunderstood your question.

BR, Olga

[Vivek Mishra]

Few more questions

1. Do we have the provision for setting a time limit for acknowledging tickets by team members once it is assigned to them? If the time limit is breached it has to be notified to the seniors/managers

2. Do we have a template in place for software product team using which tickets would be raised? Or any document for best practice for software product company?

3. We have heard about "XRAY" software used with JIRA for managing the testing and test cases for overall of the applications, can we use XRAY with JSM?

4. Can we use Trello with with 'XRAY' for managing the testing?

4. If customer raises tickets via email and he/she is not having access to JSM, will they get updates on the ticket raised on the email?

[Vivek Mishra]

@Olga Videc  can you please help me with these final queries

[Olga Videc]

Hello @Vivek Mishra 

My appologies, busy these days 

1. Do we have the provision for setting a time limit for acknowledging tickets by team members once it is assigned to them? If the time limit is breached it has to be notified to the seniors/managers?

This is called SLA and you can edit actions, and setup automation when SLA is breached

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

2. Do we have a template in place for the software product team using which tickets would be raised? Or any document for best practices for software product companies?

One thing Atlassian isn't lacking that's documentation and ideas :D

Yes, there are predefined templates that can be edited as desired, or you can start from scrach.

Specifically templates for JSM

https://www.atlassian.com/software/jira/templates?product=jira-service-management&

3. We have heard about "XRAY" software used with JIRA for managing the testing and test cases for overall of the applications, can we use XRAY with JSM?

Heard about it, didn't use it for now but yes you can integrate it with JSM

https://marketplace.atlassian.com/apps/1211769/xray-test-management-for-jira?tab=overview&hosting=cloud

https://www.atlassian.com/solutions/devops/integrations/xray

4. Can we use Trello with with 'XRAY' for managing the testing?

I don't see it on the integration list, but you can create a request with Trello for a future features.

https://trello.com/integrations

5. If a customer raises tickets via email and he/she is not having access to JSM, will they get updates on the ticket raised on the email?

Yes, of course, I mean you can disable customer notification if you desire...

Here is an explanation of who is who in JSM

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

BR, Olga