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Service Desk Templates

shackley

Hello, I have just started using JSM and am in the process of converting the old request templates from our current system into JSM. i was wondering is there is a way to create some agent only requests that our agents can use for complex requests with multiple parts like a New Hire and Employee departure request. as this request has multiple steps for one person having the template set up so they can tract their work within the one request would be ideal.

Accepted answers

Mathew Lederman

We're doing something very similar with automatic creation of sub-tasks for New Hire and Termination requests through project-level Automation.

Couple requirements we have in place:

Each ticket type has it's own unique Issue Type
Automation is based on issue type, so if Issue Type = New Hire, then create 5 sub-tasks each to one of the different teams that have tasks as part of the New Hire process.
- You can define the Summary and any fields that you want for the Sub-task
- You can pass any fields from the parent down to the sub-tasks
Work should not be done at the parent-task level
- Assignee is disabled at the parent-level
- Workflow transitions limited to Project Administrator permissions at the parent-level
We have setup Assignment Groups that are connected to our Active Directory, but for smaller organizations you could possibly just define an Assignee

Is this what you're looking to do?

All comments

Jack Brickey

hi @shackley , what do you mean by "agent only"? If you mean you wish to have request types that only your agents will see then you can hide them from the portal.

shackley

i mean making a ticket template with multiple tasks assigned to it automatically, i know of the creation of templates and hiding it from the portal and was wondering about the creation of sub-tasks automatically in a template.

shackley

my other idea is to create a ticket with all of the sub-tasks added manually and keep the link to it for cloning.

Mathew Lederman

We're doing something very similar with automatic creation of sub-tasks for New Hire and Termination requests through project-level Automation.

Couple requirements we have in place:

Each ticket type has it's own unique Issue Type
Automation is based on issue type, so if Issue Type = New Hire, then create 5 sub-tasks each to one of the different teams that have tasks as part of the New Hire process.
- You can define the Summary and any fields that you want for the Sub-task
- You can pass any fields from the parent down to the sub-tasks
Work should not be done at the parent-task level
- Assignee is disabled at the parent-level
- Workflow transitions limited to Project Administrator permissions at the parent-level
We have setup Assignment Groups that are connected to our Active Directory, but for smaller organizations you could possibly just define an Assignee

Is this what you're looking to do?

shackley

for the most part yes, going to have to test it out myself to be sure its what i'm looking for.

Joseph Chung Yin

@shackley -

Welcome to the community. There many avenues to provide you with the solution as JSM flexible, but we will need more information from you on what you want to accomplish.

1) Who is involve in your complex process? Are they all going to use JSM to manage the tickets/processing? Are they all going to use JSM setup (i.e. Agent licenses assignments)?

2) How many JSM project(s)? Are you also going to use Jira Software Application projects?

Some solutions will be -

1) Customize WFs to trigger issue creations/processings.

2) Use Automation for Jira rules for processings etc...

Looking forward you your updates, so we can advise further on the route to address your needs.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

shackley

its all me, im the entire service desk at my company.

shackley

i solved this using click to run automation rules

shackley

yup, automation was the solution that i have sent with. used a 'click to run' that encompasses the tasks we have for all of the processes i need to track.

Joseph Chung Yin

@shackley -

Excellent. If our suggestions helped you. Please click on Accept Answer when you have a chance.

Best, Joseph

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