What's a good way to handle "new feature" requests in JSD and Jira?

[Gil]

Hi all,

Assuming that a 'new feature' request requires development work, if you offer a request type for your customers such as "Suggest a new feature", how do you handle the JSD ticket?

1. Do you link it up with a Jira issue (story or 'new feature') for PO to review?
2. Do you have a PO to approve it in JSD and then you create a linked issue in Jira?
3. Do you use automation to reduce double-handling of the tickets so you'll get automatic status updates in JSD when development is complete?

I'm currently designing a new workflow in JSD for a "New feature" request type, but I'm unsure how to proceed with how to handle this in Jira software.

[Jack Brickey]

It really depends on your process. There are a number of good posts in the Community that discuss so you may wish to review. Some are shown to the right under related content. With that said here is what I do in one instance. 

1. move the JSD ticket to a “development” status which triggers an automation 
2. use Automation for Jira to create a linked issue when moved to development
3. use automation to resolve the JSD when the JSW issue is resolved and place a canned response to guide the customer

[Gil]

That's is something I thought to implement as well. So it's reassuring to know I wasn't far off.

Before heading to read community posts on the topic, what is the process for approving new features in JSD?

To give more context to my question, our PO is not an agent in JSD, so there's no access to review and approve or reject a new feature request.

This leads to the need to automatically create a linked issue in JSW for the PO to review.

Do you handle this differently?

Do you have your PO accessing JSD and based on a decision you transition the new feature request to development status?

[Jack Brickey]

You can read about setting up approvals in JSD here - what-are-approvals .

you could easily set up automation to create linked issues upon approval.

[Gil]

Thanks.

I'm following this guide but I don't have the option to select approval for a given status, even if I have this condition met: You can only add an approval step to a status with at least two transitions: one for Approve and one for Decline

I might have found the answer: until the workflow is associated with an issue type that in turn is associated with a service desk project the 'Add approval' checkbox will not appear.

[Gil]

So I went through the documentation but I find it to not suite my needs.

I don't want the customers to select the approvers.

Once a support ticket is raised, I need the support agent to transition it to a status such as "needs approval"

and once it hits that status, alert the PO to approve or reject the request, without exposing the customers to the list of approvers and without providing them the control over this process.

Is this possible?

[Jack Brickey]

you do not need to expose the approver field to the customer at all. simply hide the field and set the approver to be a specific person. When the agent transition to "needs approval" an email will be sent to the user that must approve/decline the feature.

[Gil]

hi @Jack Brickey 

That's what I've done, however, this field is still visible on the customer side.