Which service desk project template to use?

[Paula Wares]

I need to create a service desk for a finance team, to track incoming emails/requests ie invoices, quotes, general inquiries etc.

Is there a document that list the indepth differences between the templates, so that I am sure I select the most appropriate template for the task?

[Alex Koxaras -Relational- · Accepted solution]

I don't know about any document. However, I would suggest to

• Start a conversation with all stakeholders (finance team)
• Gather all requirements and business rules (SLAs etc)
• Design the solution for your JSM project
• Implement it
• Test it
• Go live with it

You could enrich it by adding incoming mail handlers, so as to create automatically all issues and even add automation rules to further modify all incoming emails. Keep in mind that automation comes with service limits.

Alex

[Alex Koxaras -Relational-]

Also read this https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-project-templates/

[Jack Brickey]

Ha…yes indeed

[Paula Wares]

HI Alex, thanks, yes already done those steps. so what your suggesting is that I should not use a template but create a service desk from scratch?

thanks for the link though, thats exactly what I was looking for, slightly more in-depth information on each template as I need an incoming mail enabled template, everything I can customize to requirements, but was hoping to pick a template with the least modifications required.

[Alex Koxaras -Relational-]

Everything has pros and cons.

Using a template is faster and easier (that's reason of having a template after all).

However, a template could have fields and statuses which you will not use. Less fields and statuses will confuse less your colleagues. A custom solution will take more time to implement and will need to be tested prior of using it. However, this will be exactly what your team needs.

It's up to you clearly how you'll proceed and what solution you are going to choose.

Don't forget to mark any answer as accepted, to help other people in this community find proper guidance.

Thank you,
Alex

[Paula Wares]

HI Alex, 

Ah, you have stumbled upon the reason I wanted a detailed document explaining what is in each template, for that very reason of having too much or too little features active/created, not all 'project templates' have the incoming email, and some have boards they dont need...

As it turns out, there isnt an option when creating a new project in cloud to not choose a template. Any template I choose will be customized to suit requirements, but it would have been really handy to know I ve picked the best template to start with.

thanks of course for your input

[Julie d_Antin _Elements_ · Accepted solution]

Have you looked at these templates for Jira Work Management? They have several specifically for Finance teams https://www.atlassian.com/software/jira/templates?category=finance

[Jack Brickey]

Excellent find Laura. The one thing to note is those are JWM template which is exactly where my head went to initially when I saw finance being the topic here. However then I noticed that this is posted under JSM. So unsure exactly what @Paula Wares a has in mind.

[Paula Wares]

Hi, Thanks Laura, yes Ive seen those, but they seem to be internal work management. I need a service desk style for incoming emails and enquiries from outside the department, be it from within the organisation or external suppliers.

I think this document might provide my answer, thank you though ,https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-project-templates/

[Jack Brickey · Accepted solution]

I don’t know of a recent document on this TBH. I found this article that may be of some use - use-jira-work-management-for-task-management . On that page you will see other articles explaining other use cases. These should roughly align with templates. The thing to consider is what is the workflow for the Finance team.

[Jack Brickey]

Exactly what Alex says - know your audience.

I also just realize that there’s questions being asked in the JSM collection. If indeed you planned a GSM project for your finance team then this article might be more appropriate. what-are-the-project-templates 

[Paula Wares]

Hi Jack, thanks for the reply.

I have my agenda of requirements, I just needed to know jira templates and which fits closest. 

The link you guys have given should be all I need hopefully.

thanks again