Sort of. It works with JIRA. Service Desk and Software are JIRA applications that run within the JIRA framework, so the checklists are available to them. But how they do it might be a bit complicated. What are you looking to do with the fields?
I'm also looking for a checklist solution for exactly the same type of workflow - on boarding new hires (or off-boarding people who leave). It would be great to be able to define a checklist template and associate it with the specific onboarding/offboarding issue type.
Making sure agents address all the necessary tasks for on boarding someone is the first priority. If the end user (the new hire) could also follow along, or got notifications, as items are checked off, they would know where they stand within the process. That's the dream sheet...
As we white boarded the workflow, it also became clear that there are several different "tiers" of employees, some of which have more on boarding tasks and others which have fewer. The workflow is not the same for all tiers. Therefore, the workflow also needs to include decision points which alter the task list, depending on the answer. I suppose the other solution is to create an issue type for each tier of employee.
I would appreciate input from any others looking to accomplish similar goals using Service Desk.
the workflow described can be achieved with the Issue Checklist app provided by my company for Jira Service Desk Cloud.
All new issues in given Service Desk project can get a default checklist applied at the time the issue is created.
The checklist can be modified later on but if different "triers" require different checklist that is standardized/same for a given "tier", then I suggest to have a separate issue type for each "trier" (as mentioned by Jim).
Also, the workflow can be configured to block Service Desk issue transition (e.g., Resolve), if not all Checklist tasks are completed.
The checklist is displayed in Service Desk ticket as a right side panel with a list of tasks (summary and a checkbox). It can be alternatively moved to left side beneath the description.
The checklist is not visible to the customer rasing the Service Desk ticket but only to the agent handling the issue.
I'm happy to answer more questions if there are any.
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