Need advice for building out a process in JSM

John Izquierdo

TL;DR what would be the best practice to building out a process/procedure for decommissioning hardware/servers in a JSM Space without over complicating and cluttering things up?

 

Our Systems Manager is requesting we setup a process/procedure require certain steps are taken to decommission hardware/servers before it can be closed.

Currently our JSM Space has the typical ITSM Work Types: Incident, Problem, Service Request, and Change Request. My thought was to do the following:

1. Add Sub-tasks to our list of available work types
2. Create a new Request type under Service Requests and name it "Decommissions"
3. Create an automation that creates sub-tasks of the list of things to do for the decommission
4. Update the Workflow for the Work Type Service Request that prevents transitions to Done if the Request Type is Decommissions and the sub-tasks haven't been marked as completed

The above solution I came up with seems a bit much and become an issue for future Jira Admins when troubleshooting potential problems in the future.

Is there a better way to accomplish this without Duct tapping it all together? Would Playbooks be a viable solution? How can we prevent transition to done before other tasks are completed.

Any and all help would be much appreciated.

Thanks!

Olga Cheban _TitanApps_

hi @John Izquierdo ! 

It, indeed, looks like using checklists would be a better solution here. However, I wouldn't go with the Checkbox field for this, as it's not exactly well-suited for this purpose, for many reasons. 

If you are open to trying third-party tools, I would recommend our solution, Smart Checklist for Jira. It allows you to add feature-rich checklists to your ticket in a separate section, right below the ticket description section. It also has native automation features and allows you to create reusable checklist templates.

So, for your case, you can:

1) Create a new request type, i.e., "Hardware Decommission"

2) List all decommission steps in a checklist and add it to your work item with the help of Smart Checklist

3) Mark the most essential steps (or even all steps) as Mandatory Items and add completion validation. As a result, the request can be moved to Done only when all the mandatory steps are completed

4) Save your Decommission Checklist as a standard template

5) In settings, specify that this checklist should be added automatically to all new work items with the "Hardware Decommission" request type. This can be done with Smart Checklist's native automation, so this won't consume your Jira Automation limits


Once done, everything will work automatically.

When a new request with the "Hardware Decommission" type is created, Smart Checklist will automatically add your Decommission Checklist to this ticket. The person working on the ticket won't be able to mark the ticket as Done until all the steps marked as mandatory are completed.


Here's an example of a checklist created with Smart Checklist for Jira:

Checklist items can be easily used instead of Subtasks. They can give you most of the functionality of Subtasks, plus some other useful features (such as checklist templates).

Smart Checklist allows you to tag responsible people, structure checklists with headers, add due dates, add expandable Detail sections for individual checklist items, and set custom statuses.

I hope this helps!
Please let me know if you have any questions