Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Simple ITIL aligned service desk

My Service desk manager has asked if we could change our JSD in order to simplify the interface for our customers. 

He has suggested we just have 2 options :

  • Report a problem
  • Request a change

The service desk team would then determine which issue type (and associated workflow) would apply to the ticket and update it accordingly. 

The problem that I have with this is that the process of changing the issue type involves moving through 4 screens which feels very cumbersome.

Has anyone done something similar and if so could they offer any suggestions?

Thanks

1 answer

0 votes

The best thing you can do is correct the mismatch.  Stop changing the issue type and have your request types mapped correctly so that agents don't have to do it.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

133 views 0 4
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you