Training Request Types

Question

Hi Everyone!

I'm TOTALLY new to Jira and we're beginning the process of setting up our Service Desk and thinking though how we want to structure things.

We have a Training team that's a part of our IT group here, and we have traditionally included them in our ticketing process.

Does anyone have any ideas or suggestions on how to deal with "training ticket/request types" when setting up and structuring Jira?

It all seems very problem/incident/resolution focused, and training tickets tend to work a bit differently than your typical "service desk" ticket type.

Ok, thank you for any help you might have!

Carlos Garcia Navarro · Answer

Hmm... you could get this with Service Desk but you'd have to customize the project and it may not be the most efficient (or friendly to the user) solution.  You could use the Service Desk to process requests for training, but to know what trainings they've attended, or certifications that they've accomplished, or feedback information, you should find a database where that information is already stored and from where you can query. For some information, such as certifications accomplished, I think it'd be weird to ask people to enter a Service Desk request.

Arthur Mack · Answer

@mcarrera  Yes you can add custom fields and we have for some of for training projects like training freq., when re-certification is due etc etc. We use JIRA automation to look at dates  to update the training issues and notify people.  Trust me you can do it all in JIRA and even re-open the workflow if they need to get re-trained. The only limit is your imagination. You may also want to look at a great addon called proforma which will allow you to add unlimited forms to just one issue.

Art

mcarrera · Answer

Thanks for your reply Arthur! The custom fields actually REALLY interest me.

As I wrote to Carlos (above) we'd love to be able to track our entire relationship with our users. So things like - what training classes they have attended, what sorts of "certifications" they have achieved, what training materials they have been sent and/or accessed, appointment times, notes on how a training session went (notes about the user's technical ability),  automated followups, etc.

So I'm not sure how much of that could be included in a ticket, but if even some of that could get added in, that would be a huge step!

Thanks!