You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
Next: Root
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
As it stands, my agents have to go through a 4-step page just to get a service request into an incident. It's a huge pain in the butt. Is there any way to make this easier?
No. It's got several steps because changing the issue type is a fundamentally difficult thing to do, as it is structural. All the config of an issue hangs off the issue type.
You might get better value by looking at why your people are raising the wrong type of issue
Thanks for the response. That's a bummer to hear. As it stands, most our users send in emails that are all assigned the same status/fields. Not ideal.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Jeret, they should be able to raise change requests from the front end. Ultimately changing the business mindset is one of the biggest changes. Get your CIO to agree a honeymoon period of 2-3 weeks after you distribute some instructional comms; after that you return emails asking the business to enter correctly into the portal.
My persuasive argument (WIIFM?) is "Its the same information as the email, but quicker, and tracks service levels!" EG Nothing gets lost in the mail.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Can't believe I asked this almost two years ago. Nonetheless, we're making a push at our company right now to get users on the portal instead of using email.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
That's absolutely the right thing to do.
Help-by-email can be quick and useful, but with a portal, you can set it up to ask exactly the questions your agents need answers to in order to help faster/better. Emall isn't the best way to ask for help in most cases, the portal is a lot more controlled and helpful.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.