I support a department with a wide variety of teams, needs, and functions. We collect requests from employees both internal and external to our department, as well as non-employees from around the world. Our requesters will have a mix of i) Jira Software license, ii) Customer account, iii) no affiliation with our Jira instance/site.
We're exploring using JSM Forms for many of our frequent and structured requests. New hires, report requests, communication plans, etc. The majority of the people doing the work will be in Jira Software, and very few of them will be in JSM.
I was wondering if anyone had tips or tricks for similar situations, or if anyone had thoughts about whether we should have a dedicated project that solely exists to collect form submissions and direct the results via automation to various JSW projects, or if it's fine to include these in our more general service desk intake project. I think either would work, but doing things the best way is something I try to strive for. The answer here just isn't clear to me.
Hi @Alex Hall
In your situation, both approaches—utilizing a dedicated JSM project for form submissions or incorporating them into a more general service desk intake project—can be effective, though each has its advantages depending on your specific requirements:
This approach provides flexibility and control, enabling you to scale and adapt as needed without disrupting existing processes.
Hope this helps!
Best regards
Sam
Hi @Alex Hall
I would consider having more than one JSM project/portal. One dedicated specifically for external (non-company) customers. And the other covers all internal users and requests. While you could do it all in a single project, it makes it easier and more secure to split it up, if possible.
Ultimately, just make sure request types are grouped in a way that makes the most sense. Make sure they are easy to understand. Use descriptions for the request types.
I would recommend anything HR related be put in its own JSM project and secured as appropriate with permissions and issue security. Better to set it up now than risking something sensitive being seen.
You can restrict request types by user group now so consider utilizing that as well.
There's a lot of good info here: https://support.atlassian.com/jira-service-management-cloud/docs/configure-a-classic-service-project-as-an-administrator/
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