some features of JIRA Service desk

Question

Hi there,

I'm a system analyst for a Hospital in the USA and I'm am assigned to evaluate the JIRA help Desk plugin. We as a team have been using another platform for tracking/creating projects but are considering of moving on to JIRA however we have the following questions.

Does JIRA have the following features available? Please answer yes or No.

* Ability to accept service requests from customers email with attachments and auto create tickets
* Customizable workflow to accommodate our minimum processes (assignable to on call,  for peer review etc.)
* Ability to retrieve and search for issues and status of issues
* Email notification to CME when assigned an issue and email acknowledgement to requester 
* Email logic for auto assign to CME's based on domain  (Error log, lab bed, providers, unknown)

Lindsay Barton · Answer

Fortunately, the answers to all of your questions are yes!

* Customers can open new issues by sending in an email, and those emails can have (but are not required to have) attachments.  The Service Desk portal also provides a friendly interface for customers to open issues, again with or without attachments.
* JIRA is very customizable, and you can set up very customized workflows for Service Desk issues to follow.
* The search capabilities in JIRA Service Desk are the same as in JIRA, and are very robust.
* When someone is assigned an issue, that person can get an email notification. If the requester must also get an email notification when an issue has been assigned to a technician, the easiest way to do that would be to move the issue into a new status called Assigned.
* Issues that are classified as being in certain domains can be automatically assigned to a particular technician.

Good luck!

Nic Brough -Adaptavist- · Answer

Yes.

Please see https://www.atlassian.com/software/jira/service-desk and https://www.atlassian.com/software/jira