Jira Service Desk setup for new company

Question

Hi There,

We are using Jira Service Desk Cloud and I am completely new to using the service. I will be managing the IT Operations of my company and would like to redo the way which our internal users raise tickets.

A few things I am looking to do:

New/leaving employees - when someone raises a request for a new or leaving employee I would like a ticket created for IT to complete the onboard/offboard process but also create a sub-task to HR to complete their duties around this. I would also require a permission that the entire task cannot be closed unless both the original task and sub task have been completed.

I am also finding it difficult to put together a form for our portal with certain requirements. I would like to create different requests with radio buttons, check boxes drop down menus etc.

I know these are basic questions but I am finding it difficult to navigate through to find these with in Jira. I have set up a sand box environment to play around with. I hope someone can point my into the right direction.

Jack Brickey · Answer

@Pat, welcome to the Community. Let me see if I can guide you a bit here.

* you should set up a Request Type for “new hire” or “onboard”
* you should use automation to create sub-tasks when a “new hire” issue is created. For this you will need an addon e.g. Automation for Jira Cloud.
* For preventing closure of parent until children are closed see this article. 
* For portal config - you can display custom fields and make the required or optional. First you have to create the fields then you can add them to the form associated with the Request type. Project > project settings > request types. Note there are no radio button option if memory serves but you can do drop downs, single-select or multi-select, text, etc.

i would highly recommend you go through this article to get comfortable with things.

Alex van Vucht (GLiNTECH) · Answer

1. If you'd like to automatically create sub-tasks, that would need an automation engine, like Automation for Jira or Scriptrunner. The automation that comes with JSD is mostly around triggering notifications.

2. You would need a workflow condition on the parent issue's workflow's completed transition, provided by the Jira Suite Utilities add-on, to hide the completed transition until the sub-tasks are completed.

3. JSD portal customer request forms are flexible and can show all those things you've mentioned. If you need even more flexibility, like dynamic fields and so forth, that's a job for Extension for Jira Service Desk.

These are mostly Server addons, but automation is available in Cloud too. Atlassian provides sample JSD projects for HR & IT service desks.

Read the docs. Good luck!