Newbie Tips, Tricks and How To's

George_Charles

New to Jira ServiceDesk and wanted to see if there are were ways of accomplishing some of these items:

1. Automation: Auto ticket routing to appropriate ops group when a ticket is created.

2. Reporting: Tracking of tickets by division, number and type if tickets/project and what resources required to resolve? 

3. Tracking: In order to  accomplish project X are the available resources or will additional resources need to be added based on current resource utilization percentages. 

Thanks,

Angélica Luz

Hello George,

Welcome to Atlassian Community!

Below I added your questions and the answer for each one. 

1. Automation: Auto ticket routing to appropriate ops group when a ticket is created.

Tickets can be assigned to only one person, it's not possible to assign it to a group. 

The workaround would be to send an email to a specific group when a ticket is created, then they can manually assign the issue.

2. Reporting: Tracking of tickets by division, number and type if tickets/project, and what resources required to resolve? 

The reports in a Jira Service Desk project are based on series and it's simple, there are not many configurations. I'd suggest checking our documentation and test creating some reports for you to better understand how it works.

• Discover new trends with service desk reports

3. Tracking: In order to accomplish project X are the available resources or will additional resources need to be added based on current resource utilization percentages. 

I'm not sure I understood correctly. Can you share with us more details and examples?

Regards,
Angélica