Service Desk - Quick Issues

Our agents log a lot of routine issues such as password and profile resets, file recovery etc. 

Ideally, in a perfect world, we would click a button, all required fields would be pre-populated (summary, request type / customer type and some custom fields) - all we would have to do is update the reporter and click create. 

This would then create an issue at the resolved/done status. 

Has anyone come across an add-on or solution to do a similar thing? 


1 comment

Jack Brickey Community Champion Oct 04, 2017

you should be able to do this by using a combo of default values and automation rules. It all depends on the details but expect you can get 95% of the way there if not 100%.

Thanks Jack - we're close, but not close enough for our agents. 

We have a specific 'quick call' issue type which has it's own workflow with post triggers to assign the issue to the creator and automation to transition the issue to resolved.

So all they have to do is fill in a summary, description and reporter, click create and it's done. 

It would be even more effective if they could select the type of request in the create screen which populates the summary and description. 



Log in or Join to comment
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

353 views 0 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot