We are evaluating Jira Servie Desk currently and really enjoy it. Working through some learning curves we have decided that JSD has just about everything we need except a few things here and there which could be a gap in knowledge so I am reaching out to the community. Our standard procedure for problems currently are as follows:
1. If a problem is opened, it has a specific ticket number prefix, PR to help identify problems versus every other issue.
2. Depending on the problem, an email will fire off on New, Update (comments), Pending, and Resolved status.
3. After the Resolved state, we do a post mortem (AKA Root cause analysis) before we can close the problem.
My questions are:
1. How do you setup different prefix keys under the same project?
2. How do you send custom emails for every update to a certain email group? (The automation step only shows customers and reported by options)
3. Is it possible to hide fields until the resolved state so that the SD agent doesn't accidently fill out the wrong infromation prior to the Root Cause analysis?
4. Is this a standard procedure for you? If not, how do you handle your problem notifications to your stakeholders and IT manangement?
Thanks in advance!
