If there are multiple issues submitted to the Service Desk with different reporters - how is this best managed? Some times it would be okay for reporters to see each others requests, but not always, depends on the nature of the request. Any help would be appreciated. Perhaps there is some existing documentation or customer who has shared their best practices.
Hi Nicole Geske
If you follow the ITIL principles then each issue submitted to the Service Desk is an Incident which will be resolved with an appropriate timescale. The resolution can be a simple fix, a workaround, a link to an existing known Problem or the creation of a new known Problem.
I would use the two different issuetypes to handle this.
Once you have these set up then it is simple to handle the two different timescales for resolution independently. You can then decide whether you will allow the reporters to see the problem ticket and also which linked incidents they can see. I would however suggest that it also makes sense to consider automated actions to copy messages from the Problem ticket back to all the linked Incidents using the JSD automation functionality.
You can further extend this principle to have a third issuetype - Remedial Action to split out the actions needed to correct data or processes that have been impacted by the problem; again allowing this resolution to take place against a different timescale.
So putting all of that in to context here is what could happen for an escalating incident where a workaround is identified prior to resolution.
Clearly this is just one example of what could happen but I hope it provides a flow for managing different types of activity with different timelines using JIRA and the power of Issuetypes; issue links and the automation of JSD.
Wow Phil that was great information and was super helpful! Are you able to give me insight on managing duplicate issues on the service desk. For example:
Cust A, org F submits issue #1
Cust B, org F submits issue #2
Cust C, org G submits issue #3
All issues are duplicates of each other.
I would approach this slightly different to your two scenarios (as I tried to explain in my earlier answer). I would treat each report as an Incident and create a Problem ticket from the first one reported and then link the other 2 Incidents to the Problem ticket.
So you would then have.
Incident 1 (Cust A, Org F) create Problem 1
Incident 2 (Cust B, Org F) link to Problem 1
Incident 3 (Cust C, Org G) link to Problem 1
Now you set your permissions correctly and customers in the same organisation will be able to see each others linked Incidents on the Problem ticket but not see the linked ticket for other organisations.
So Org F would see Problem 1 with two links Incident 1 and 2
and Org G would see problem 1 with one link Incident 3
You would allow your resolution team and JSD agents to see all links.
I hope this helps clarify the scenario for you, if it does please accept my answer so that others will find it easily when searching for similar situations.
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