We are setting up a new process for onboarding new users. We have never used anything like Jira before so this process is completely new for us.
I have managed to create a custom form and associated it with the Onboard New Employee event. It properly generates a ticket. Now I'm trying to associate it with a workflow with approvals and I'm running into some issues that I can't figure out how to resolve.
I am operating off of the Employee Onboarding (with approval) workflow template for context.
1: I have changed the transitions to skip the To Do status and go straight In Review to force it straight to approvals as it was creating a ticket in the queue that we had to manually move to approvals which is not what we want. Is there a better way to do this?
2: I have added the Approvers field to the process and to the transition. However, in my testing, no one who has been set as an approver has received a notification that they had a process to approve. The task appears in Jira but essentially everyone who will be involved in the approval process won't have Jira open for any reason unless prompted to. I added the Approvers field to the Generic Event notification scheme but that didn't make the notifications happen. I even did a message trace in M365 and the emails aren't even being generated. How do I get the notifications to send?
3: We have 3 licensed admin users. Everyone else has a customer account that has been created when they've submitted tickets. Do users who will be approving steps in the workflow have to be fully licensed?
4: Can the workflow be set up in such a way that an approver can add information and not just outright cancel the form? In our ideal scenario, HR would fill out the basic information and the manager would fill out the specific requirements for software, hardware, etc. Then it would come to us with everything completed. We have alternatives but this is an idea we had.
5: Is there a way to automatically attach users to be able to see the ticket? In an attempt to streamline departmental communication, I would like to either have a field that could be filled out by the person submitting the form to include people or have it automatically add the HR department, as an example, so all relevant parties are in the loop.
I realize that's a whole lot of questions. I've never had to develop a process like this from scratch so these are the things I've run into that I'm not sure what to do about. Thanks for your help!
