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SubTasks on Jira Service Desk

In our enterprise roll out of service desk we've run into scenarios where requests have multiple sub-tasks or components that relate to the the parent task. For instance if you are moving a series of workstations or installing to multiple locations for a whole team. This would be easily accomplished if the requester had the ability to add sub-tasks to the the main task. Each sub-task might include a workstation ID, Hostname, user, new location... etc. Jira is absurdly flexible when it comes to issues and the fields supported but the only way to make this happen is to provide access to the full Jira interface which is defeats the self service model. Has anyone else run into this situation and how was it overcome?

1 comment

Hi Joel,

Sub-tasks can be added by the agents to an existing request.  But they are not currently supported in JSD from the portal.

You can use automation or post-functions to create a standard set of sub-tasks based on a request.

Hope that helps

Susan

Thanks Susan for the quick reply. I understand they aren't supported out on the portal. I thought about automation but i don't know how you would automate the creation of a series of subtasks that would be different on a case by case by case basis. Take the example I gave in my post. If we're moving workstation of a group of 30 users. I want to be able to track their workstation id's old and new, their username, and their location id's old and new. How would i do that on the portal? 

The current portal is pretty limiting in this regard. ... that is unless I'm missing something here.

Hi Joel,

I think the thought is that the service desk should handle the initial request but that it would link to other projects or issues that would break it down further for other teams for example.

Susan

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