Complex request page on portal or multipage request on portal

Alex Kiselev _Itransition_

There are some complex fulfillment requests which we are going to implement on Service Desk.

Example: Production Team starts new Dev project. PM is writing new Service Desk request to prepare Project Environment. For example project environment consists of

- Active Directory Project Group (optional)

- Jira Project (optional)

- Confluence Space (optional)

 

So we would like to implement some kind of wizard on Service Desk.

 

The way we see scenario:

PM create new request on portal "Create new project environment please"

And wizard consist of 3 parts (or pages) - "AD group", "Jira project", "Confluence space"

there are checkboxes (or other controls) - each enable one of the steps which contains only fields for this step

 

So if project environment should have only AD group and Jira project:

1) PM ticks checkbox "AD group" and see & have to fill in fields "Name of AD Group", "Members", "Group editor"

2) PM ticks checkbox "Jira project" and see & have to fill in fields "Name of Jira project", "Permission Scheme" and "Workflow Scheme"

3) PM doesn't need Confluence Space - doesn't tick "Confluence space" - doesn't see fields about confluence (or skip next page).

 

Is there any way to implement it with core Service Desk or with some additional plugins?

 

Thanks in advance.

Joe Kyle

Hello Alex,

I am going to try to give you my best answer based on my Jira Service Desk knowledge. The short answer is there is no way to do what you are asking. (Without a possible plugin)

Jira forms and request types are not "dynamic." In other words if you add a check box for "AD Group" and someone checks that box the only thing that happens in Jira is that the little check mark appears in the box. Nothing else will happen. No other fields will suddenly appear for the user to fill in. Jira request type forms are not that smart. 

The only way I can think of working around this, without some sort of plugin, is to do the following. (Forgive me if you have already considered this.) 

Add the check box with the following description. 

{Checkbox}  AD Group Required?

{Field} Name of AD Group
{Field} Members
{Field} Group editor

{Checkbox} Jira Project Required?

{Field} Name of Jira project
{Field} Permission Scheme
{Field} Workflow Scheme

{Checkbox} Confluence Space Required?

etc.....

So, I think you really need to go with "multi-page request on portal" and users just check off and fill in what's required and leave what they don't need blank. I would also recommend adding a milti-line field and  calling it "Other Information" this would allow the user to give you a bit more detail if needed. 

It would be great if Jira could actually do what you suggest "complex" version but I just don't think it can be done.

I also think if you do implement this, it may be seen as a bit clunky but after a while users will adapt. The most important thing is to capture the required information and keep the team moving forward. 

Perhaps someone in the community will have a better answer for you. 

Good luck,

Joe