Create issue

Question

How can a staff member create an issue that would alert a support staff or team by either an email or from the JIRA dashboard?

Eg:

I am on a call to client and need help from a senior staff member, I complete JIRA create issue form type thing, click unassigned but include the site I am in, then send. Few seconds later, the site teams JIRA dashboard would show up another open unassigned issue and whoever is rostered on and is available, would assign it to them and help the person.

Suggestions?

Aaron Williams_ij0275 · Answer

Okay, that makes sense. I genuinely feel that Jira Service Desk would be a really suitable solution here; hopefully you already have this in your suite but it's a separate licence to use this.

Jira Service Desk offers a customer view and an agent view; a place for customers to view the request forms (in your case, for now, just a basic description of the issue they need help with), and a place for agents to view all ongoing and new requests to help the staff who have opened tickets.

Jira Service Desk works like a queued ticket system and has built in features for Automation, SLA tracking, and more. It's something we use at my company for a range of teams: IT Service Team, API response team dealing with queries from API partners, internal Atlassian Support team, and more.

Kristy Wilson · Answer

Thank you. Yes its all internal staff requesting support, and yes they don't need full access, just to create the issue so they can notify support staff.

A "request support" (or a link to - create an issue) icon could be on their desktop with minimal fields to complete - just their name and the site they need help from as we have offices all over the country. Staff use to request via email to a team inbox but we need a national approach and to prevent people from deleting emails. Every request for support needs to be in JIRA and so if we get staff to do it, then the numbers are more accurate as support sometimes don't get time to create the jira issue.

No idea what the admin controls or licence we have but I'm just looking for solutions.

Aaron Williams_ij0275 · Answer

Hello Kristy, welcome to the community!

Have you considered Jira Service Desk? It has a built in function to allow creation of ticket by email straight out of the box, or there is a portal you could potentially open up to the customer for creation of tickets with forms. This is all out-of-box functionality.

Alternatively Jira Software has a feature called 'issue collector' which can be used and embedded to a website available to the customer: https://confluence.atlassian.com/adminjiracloud/using-the-issue-collector-776636529.html
This is similar to the "Need help?" bar you often see on the left or top of a website you're viewing.

Edit: I've just re-read your question and see "a staff member", which implies they are being created by internal staff at your company... 
The issue collector could be embedded to an internal Wiki page, or (if there is scope) you could grant a licence to the staff so they can create issues.

I think I would likely try to create a role specific to "create issue" in Jira administration if you're looking to limit their rights, but that's dependant on your situation.