Hi,
My usecase is going to be like this. Can someone share your thoughts or help me with go to steps please?
Trying to come up with a help center like Service.Sap.com
Thanks!
1. We want our customers (external) to first enter the service desk portal by selecting the product per say.
2. Then depending on their selection of a product, system should prompt them to search for resolutions of similar issues raised in the past (across service desk) which leads to self help for customers using knowledge base (is it confluence?).
3. If they find answers/solutions for their query they should be well off in taking care of the required settings or workarounds on their own and there is no need to raise a fresh/new ticket.
3. But if they don't find answers (under knowledge base) then the system should allow them to create a new ticket in the Service desk.
4. Once a bug/ticket is raised in Service Desk, by default it will reflect a flow that helps the service desk team internally and customers externally with a workflow showing the status.
5. But what we want to integrate service desk flow with internal bug flow (I mean, same ticket shows up different steps/statuses for external customers (like, Open, Investigating, Resolved, Under QA, Closed, Waiting for customer etc).
6. Internally, from Open onwards it should be scrubbed at QA, fix required, suggested changes, Dev in Progress, Bug fixed, QA in progress, QA completed, Resolved, Closed etc.
7. The second option we are looking at is, if a customer sends an email to our support based on that email JIRA should trigger a ticket and keep it under open state.
8.From there on, our Support team will manage such tickets by changing statuses, comments, description and other details required to bring that bug to closure.
