How to add default text to a Service Management request?

Question

My team has several common requests that we use Service Management for. Each of these requests have several steps that need to be completed before the ticket can be considered resolved. I would like to list these steps so that any team member has an easy way of knowing how to complete the ticket.

I don't see a straightforward way of doing this, so I feel like I must be missing something?

I can add the info to a confluence page, but then I would want to add a link to that confluence page in the ticket and I don't see a way to do that either.

Tim Kopperud · Answer

HI @andrew.mclaughlin, welcome to the Atlassian Community.

If I understand your question correctly, you need a template for Definition of Done that should be populated into every ticket of a certain type. There are serveral ways to do this, but you might try the following.

Step 1:

Add a form. Navigate to Project settings and select Forms.

Click on the Create form button in the upper right corner and create the form. Call it e.g., "Definition of Done".

You apply the name from the Settings tab, like this

Build the form acording to your need. Here is an example:

Notice the red circle. Setting the response required and all 5 elements in the check box list makes all required. Usefull for forcing a complete Definition of Done.

Step 2:

Create a new Automation rule where you attache the form, created in step 1, into the newly created issues. It will look something like this:

Set the Visibility to Internal so the customer doesn't see this form.

On the issue the result will be something like this:

TimK

Jeroen Poismans · Answer

Hi and welcome to the Atlassian community!

What you might be looking for is setting up a Knowledge base, liked with your Service project.

Does this sound like what you are looking for:

* Document answers to frequently asked questions to save agents’ time.
* Empower customers to help themselves by searching for resolutions in the help center.
* Gather customer feedback to lead to more relevant and helpful article updates.
* Help agents solve requests faster by sharing articles with customers or referencing articles while they work.
* Encourage agents to create new articles if a request requires a new resolution.
* Standardize answers to customer questions instead of offering multiple responses from different sources.

Have a read here, there is also an excellent getting started:

https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/knowledge-management#how-it-works

Good luck!