Can you use Work Management as Ticketing System for Help Desk

[Pamela Rice]

Our service desk currently has Jira Work Management but we wanted to know when creating issues if a ticket number could be generated? If not, is there an add on app that we can use for actual ticketing within Work Management or would we have to get Service Management as well?

[Deleted user · Accepted solution]

Hi Duncan,

The default behaviour for Create or Comment handlers is to scan the subject for an issue key, this is done by regular expression, hence why DEV-100 'becomes' the issue to comment on, or at least, how JEMH does it.

A solution to this would be to provide a user configurable regexp for the key, such that for example 'JIRA (ABC-123)' would not be mistaken for 'See DEV-100 for details'. There is going to nothing I can do for 4.4 though, you'll have to do a little bit of tidy up under those situations...

Prompted by this, I'm just externalising the default regexp in 1.2.x. I like the idea of auto linking on 'mentioned' issue keys without having to use directives, I'll post a FR.

[Duncan DAVIES]

Thanks Andy, I thought this was the case, just wanted to confirm. Feel free to use the idea, I hadnt even considered it before I was writing up the question, and would be a rather cool feature to have