How can we create onboarding workflow for multiple projects using automation?

Question

I need this for Jira Service Management project.

E.g. There are 3 teams A, B & C

We need to create a single ticket (from either ICIMS or manually created by HR )that goes out to multiple teams e.g. HR raise the Service Request (SR) to On Board a new employee.

The Ticket should go out to 4 different projects .

Based off the role in the initial ticket each ticket needs a checklist.

How would you write this in an Automation rule. Is Sub-task creation the only way?

or Can a single Ticket (with no sub-tasks) be automated go out to multiple Teams.

We initially tried this and received multiple errors through script runner.  Please advise.

Mary from Planyway · Answer

Hi @Dee from Texas

It's Mary from Planyway

Creating an automation rule in Jira Service Management to manage a ticket that needs to be sent to multiple teams can be a bit complex, especially if you're trying to avoid using sub-tasks. However, there are a few strategies you can employ to achieve this. Let's explore some options:

* Using Sub-Tasks:

* This is the most straightforward method. When a service request is created, the automation rule can generate sub-tasks for each team. Each sub-task can have its own checklist, based on the role or requirements in the initial ticket. 
* To do this, set up an automation rule that triggers on the creation of a new ticket. Then, the rule should create sub-tasks and assign them to the respective teams or projects. By the way, with Planyway you can manage subtasks visually on the timeline/calendar view which is very handy.

* Linked Issues Instead of Sub-Tasks:

* If you prefer not to use sub-tasks, another option is to create linked issues. When the main ticket is created, the automation rule can create separate but linked issues in different projects.
* These linked issues can be tailored with their own checklists and fields, depending on the role specified in the main ticket.
* Ensure that your automation rule is set to trigger on the creation of a new ticket and then create and link new issues accordingly.

* Using Custom Fields and Filters:

* If creating sub-tasks or linked issues is not preferable, you can use custom fields to denote which teams are involved. Then, each team can have its own board or filter that shows tickets based on these custom fields.
* This approach relies more on the teams to monitor their boards or filters and act on the tickets, rather than automatically distributing tasks.

Fabian Lim · Answer

Hi @Dee from Texas

Check this video tutorial that creates tickets to different projects using automation when a jsm ticket is created: https://youtu.be/5Xs8cnDIFBo?si=9a5JiYhOHM0-MzEE

Please subscribe and I will continue to finish the series.

Regards,

Fabian