Can tech support document how we run into an issue in JIRA and track resolution?

Question

Hi,

I’m a JIRA admin and T1 & T2 support and usually run into a bottleneck while trying to resolve a users issue. Often times we have to do research ourselves as we figure out how resolve the issue.

Does anyone know if it’s possible or how I can create a template or clone a ticket to track and document the workflow process and resolution once I or someone on my team finally resolves that ticket so we can also use it as a business case scenario for stakeholders and a LMS workflow process for future reference? Ideally I’d like to customize a label for these scenarios.

Thanks for the help and feedback.

Guy Fawkes_thmale · Answer

Hello Dan,

Thank you for responding, I greatly appreciate it.  We’re already utilizing Confluence, the premise is not just a LMS but also an internal “audit” for us in how we’re troubleshooting tickets our tickets get stuck on and creating a template or automated workflow if that’s even possible for these nuance issues we get in which we have to resolve.

We’re MarTech but because we don’t really have a designated IT support when we create tickets for users for ie, web pages, TRLs, URLs and/or translation PDFs, or issues when Jira or Workfront has a greyed out page we’d like to be able to create a ticket we can return to if it reoccurs and we’re not reinventing the wheel trying to resolve it. The “template” we can customize with labels preferably if necessary in Jira or Backlog if we can figure out where to store it in Jira as well as in Confluence for convenience for the team will become the actual documentation process and keep it standing to return to when we resolve the issue and can put the steps and notes in there, and have it in either our backlog for prosperity for future reference.

I hope that provides clarification and thank you for any feedback.

Cheers

Dan Breyen · Answer

Hi @Guy Fawkes welcome to the community!  It sounds like you would benefit from using Confluence as a Knowledge Base with Jira Service Managment.  I know this is what is recommended when using JSM to store stuff like this in a Knowledge Base, so Internal/External Customers and IT staff can refer back and search on articles like this.

Your users can create tickets that your T1/T2 agents can resolve, and track their progress, then create a KB with the end resolution.  Then your users can search the KB for a resolution and solve the issue themselves, or create a new ticket themselves.

Here's an article from Atlassian on Confluence Knowledge Bases for Confluence Server: use-confluence-as-a-knowledge-base

It's for Data Center, but I would say it's related to Cloud as well.

Here's a Confluence & JSM tutorial: confluence-jsm-overview

Hope that helps.