Disclaimer: I know very little about Jira in general. I have installed an evaluation verison of Jira Service Desk, but it's very overwhelming.
I'm looking for a ticketing system for my organization of about 110 employees.
Those 110 employees will be able to submit tickets to the IT department and the Maintenance/Facilities department. There are 5 IT employees and 2 Maintenance/Facilities employees who will be agents.
I am more than willing to learn how to do these things on my own, but at this point, I just want to know if the following things are possible:
As I said, I'm not looking for a step-by-step; I just want to know if the above is possible and reasonable.
You can do approvals. Mine are agents, but i haven't confirmed if they need to be these days. The request types are up to you. You can have one or many request workflows.
You can use Jira service desk for many applications. facilities requests, IT requests, legal requests, HR requests, IT requests. - its flexible.
You can choose to not use SLA's or tune them to where they're useful for you. You can also lock users name.
Overall service desk is extremely flexible and there are marketplace add-ons that make it even better.
I'll try to answer:
Wow, thanks for all the great answers. And so quickly, too.
I want to be sure we are on the same page about the approvals because so few other service desk software programs will do this.
So, the user submits the request. It first needs to be approved by the user's supervisor. Then, if the supervisor approves, it moves to a specific person for approval (let's say it is the Vice President). The Vice President is always the same person. If the Vice President approves, then agents are free to work on it.
1. So, the above is possible?
2. How does it know who the supervisors are? Is it a big deal when someone leaves? In the past, we basically had to rebuild the org chart in a service desk program we used to have, and it was very annoying.
On an unrelated note, had a coworker who wants to know this: in the request form, can we put exactly which questions we want? Or are some questions required by Jira Service Desk?
Yes, It's possible.
Maybe you need to implement a simple script in scriptrunner or some similar tool to define the decision making process.
But that's all,
You're free to put any field you wan't, the only limitation is that the field should be supported by service desk, you can customize the form to your needs.
the standard fields like radio checkbox, single and multiple selectors, textboxes, etc are supported!
Seems to indicate that if I want supervisor approval that the ticket submitters have to choose their supervisor from a list. Is that the only way to do supervisor approval? Or is that what you were talking about with the "scriptrunner?"
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