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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?

Accepted answers

Jack Brickey

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.

Alex Koxaras -Relational-

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

Julie d_Antin _Elements__bsgnak

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

All comments

Jack Brickey

Alex Koxaras -Relational-

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

Alex

Alex Koxaras -Relational-

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

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

Jack Brickey

Ha…yes indeed

Julie d_Antin _Elements__bsgnak

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/

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.

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

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