How do you handle multiple requests within one request?

Lindsay Siurna

Hi, 

I am using JIRA Service Desk Cloud and am looking for best practices for handling "umbrella" tickets.  For example when onboarding a new user, this would spawn multiple tickets (i.e. new account, new workstation, new key etc).  How can this be handled?  Is it one general onboarding request with subtasks?  Can you automate the creation of subtasks?

What about for new software?  Should you have a request to purchase the software and then another request for the installation once the initial software request gets approved?  Would this be considered 2 request types or one request type with a subtask for the install?

 

Thanks,
Lindsay

Milan Chheda [INFOSYSTA]

To answer your first question, I would go with Sub-Tasks. So I would create an issuetype named 'Onboarding'. Whenever a new issue is created, using the post-functions, I would automatically subsequent sub-tasks (new account, workstation, etc.). This would give us the flexibility to assign sub-tasks to different departments, different people. For example, new account creation might be done by Account Management Team, whereas workstation would require procurement or IT team. 

Also, we can add a post-function where the on-boarding would be auto-marked completed once all sub-tasks are completed. 

 

For your second question, about new software. I would follow a similar strategy where I will break-down them into multiple sub-tasks or into multiple issues having same component or labels. Its important to have different issues for each activity that is performed, as it will give us detailed picture later on, to understand where our roadblocks are, where optimizations are needed, where process improvements can be made, what takes longer, etc.