Request Templates for agents

[Ganishka Bakshi]

We would  like for our onboarding process to start with a hiring manager submitting a ticket in Jira Service Desk. Then the HR team  will review and approve. Then based on the details of the ticket, different departments have an action.

Ex. Ontario hire

1. Hiring manager submits ticket in Jira Service Desk Portal
2. HR team reviews ticket
3. HR team approves ticket
4. Facilities, IT and other departments work in parallel to complete tasks.

Would this be possible? I was hoping there was a way to create an issue type with predefined subtasks. 

We debated moving the ticket to Core then having a template ticket be copied but would prefer to do it all in service desk so we dont use up another license. 

[carolyn french · Accepted solution]

Hi Ganishka, You can do this easily with the add-on Scriptrunner and the Create sub-tasks automation. Do you know if you have that installed? 

If you need to have Facilities, IT, etc. work on the issues, then they will be counted in licenses. You do get Jira Core along with Service Desk, as you probably already know. Just reviewing and approving (In your workflow, the role of HR) can be done without using a license.

Hope this helps,

Carolyn

[Ganishka Bakshi]

Hi Carolyn, 

Thank you for your answer 

We do not have script runner.

We decided to have our HR team create sub-tasks for each department

Thanks!

Ganishka