Over the years I've worked in a lot of IT (support) environments with several tools (who shall remain nameless :)).
On thing that i've noticed is a consistent struggle on how to task different teams/departments when it comes to a Service Request (or even a Change Request).
When a customer requests a service from IT, often multiple steps need to be taken to fulfill this request and more than likely these steps will be performed by more than one team/user in a specific order (this can even contain some automated tasks).
Most of the tools that I've seen come and go have adopted some kind of workflow based system which is not all to far from an orchestration flow. These workflows would sit on top of the Service Request workflow and are often only triggered when the Request has reached a certain stage (mainly the "In Progress" stage).
While JIRA Service Desk has the notion of (sub)tasks to divide and conquer there is no structural flow behind it causing timing issues and more than often unnecessary tasks behind distributed to teams because they are part of a general template. These tasks would then need to be validated and cancelled/rejected based on their need.
So that is my use-case and my problem.
Now the question is how does JIRA tackle this? As far as I can see there is currently no way to create such a flow (let alone sequential tasks).
Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...
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