JIRA Workflow with templates, knowledgebase and unique tagging

In our Company we are using JIRA and the Service Desk to process incoming support e-mails. Our desired workflow Looks like this:

Support email arives

-> JIRA is initiating it

-> Helpdesk worker is opening the email

-> reading the issue

-> choosing a related unique Tag out of a two Level list (most of our Support issues are very repetetive, even though the answer Needs to be customized) *

-> a suggested article from the internal (!) knowledge base appears and he can check for further Details *

-> a template is automatically pasted in the comment field *

-> the template is customized

-> mail is sent to the customer

-> we want to analyse how often a problem appears

We need a solution for all points marked with an asterix. The link to the knowledge base could be solved with confluence and the autosuggestion could be through keywords, even though this is not exactly what we want. For the templates I was thinking about using the Plugin "Template comments for JIRA Service Desk". For the tagging we were planing to use "custom fields". The big disadvantage would be that I have to create the issues/solutions in confluence and in the template plugin, it would be better to store the templates straight as a part of the confluence page.

Anyway, I think there must be a better solution which is more straight forward. Any suggestions? (or comments to my planed workflow?)


0 answers

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

212 views 1 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you