Our company is transitioning from our previous Help Desk application to Jira ITSM. Normally, I'd be researching and scouring the internet for help with my current task, but other issues have sped up the clock considerably. I'll try to describe the behavior I'm wanting to replicate in Jira and hopefully there's an expert or two who might be willing to explain how to get it done in as clear and straightforward a way as possible.
So an important and common service request we handle is the transfer of employees between satellite locations. Months of meetings between us, HR, payroll, etc. resulted in a workflow we could all understand and utilize, that works like this:
- Employee transfer ticket for User created by Manager, including all pertinent information about User. Manager sets the ticket to a custom status "Ready for Next Department" and submits it.
- Automatic actions kick off: the ticket is assigned to the person in Next Department with a tech account. Next Department is notified by email that there's an incoming transfer ticket on its way.
- Person in Next Department does what they need to do for the transfer. They set the ticket to a custom status "Ready for HR" and saves it.
- Automatic actions: ticket is assigned to a tech account in HR. Email notification to HR.
- Person in HR does their thing, sets the ticket to a custom status "Ready for Payroll/IT" and saves.
- Automatic actions: ticket is assigned to a tech account in IT. Email notification to Payroll and IT departments about the ticket.
- IT does its thing and closes the ticket.
I've been bouncing between articles about workflows, transitions, events, notification schemes, etc. and haven't been able to piece together a clear step-by-step method to accomplish the goal. Any help would be greatly appreciated. Thanks in advance.
