I am creating a form for customers to be able to submit a service desk request within Jira Service Management. I created a field for the customer to select their program manager, but when the drop-down menu is selected, none of our current administrative users display (see screenshot). I am concerned that the admin won't receive the notification when the service desk request is submitted by a customer.
I notice that when I view the same page as an administrator, the appropriate users do display in the drop-down menu, but not when I am signed in as a customer. Is there a permission that I am missing?
Please advise. Thanks!
No this would not initiate an email. You can however use an automation on issue create where you send an email to the program manager. If you want the program manager to be able to see the issue you should also add them as a request participant as part of the automation.
We have under a dozen program managers at this time, but that number will likely increase.
Attached is a screenshot showing the options currently in the form. There is an option to "Select your Program Manager" at the bottom of the list, but even when an individual is selected from this drop-down menu, they do not receive an email notification of a service desk request.
Yes, they will not receive an email. I am assuming that the program manager will need to participate on the issue as well. I would just add an automation that added the individual in the select program manager field as a request participant on issue create. I am not sure that they would get the create email but would assume so. If not you could add that to the automation as well.
Is it absolutely necessary that an issue be created? Can't the question simply be answered within the Service Request Queue?
My primary worry is service desk requests falling through the cracks because program managers may not constantly monitor the Service Desk interface but will respond more promptly if they immediately receive a direct email when a request is entered by one of their clients (many of whom may not actually log in to send the service desk request).
When a user submits a service request it creates a Jira issue. What you are calling a service request in the queue is the same as what I am calling an issue.
So is the program manager the individual who will be assigned the issue and work it in the service desk queue?
That is odd. can you used this document to double check your setup: https://support.atlassian.com/jira-cloud-administration/docs/configure-email-notifications/
Your first step might be to go to the very bottom of the article and use the notification helper to check and make sure that they can get an email.
Thanks, Brant, the notification helper solved the problem with the notification.
My question still remains though:
How can the right person be notified immediately after a customer submits a help desk request? Is there a way to accomplish this without having to monitor the service desk constantly and create/assign issues to specific people (as seen in screenshot?)
Basically, I am trying to reduce a step in the procedure and insure that clients receive the fastest response possible.
Apologies for still not understanding this.
You would have to use an automation or a workflow step (this would require an app) to accomplish this. You can easily create an automation that would make the program manager as the assignee. The issue you could run into is if someone chose a program manager that was not an agent on your service desk then the assignee would not be able to be made.
Thanks for the link, I am starting to understand the process of creating an automation.
Could you go into a bit more detail regarding how to make the program manager that the client selected in the service desk form the assignee? The screenshot below illustrates the options currently available in our form.
Thanks for all your help with this!
In the project go to the project settings and select automation. You can then create a new automation. The rule will need to run when an issue is created. You will need to specify the criteria that defines if it is applied such as issue type, initiator is the customer, etc. For your they function choose assign the issue to and then use another field value or comment, use the field select program value to use and then click save. You will then want to test your automation.
Sorry that is my bad. You will need to use edit issue. Under choose field to set select assignee. Then under assignee you will need to change it from unassigned to Copy from issue. Then click the three dots on the right and select copy from. Then click the Copy Assignee from Current issue and under Issue to copy value from leave it on current issue. Then change Field to copy value from to your custom field.
Despite creating an automation and following your directions, the program manager still is not receiving the email. The user only receives an email once I assign the issue directly in the service desk.
Pulling my hair out here, what am I doing wrong? Attached is a screenshot of the automation I created.
I am utilizing our admin account to make the automation. Yes, the creator of the issue and the assignee are different users. The creator of the issue would likely be an anonymous user utilizing our service desk portal and the assignee would be the program manager that the user selects in the help desk form.
I built out everything out and it seems that you have it configured correctly. The issue I ran into and I believe that you are having is the condition reporter is a customer. If I used a test customer account to send in the request it works perfectly. If I tested raising a request on behalf of someone else then it would not work. I believe this is how you are raising the request. So you can either use a test account or remove the condition and you should see the results that you want.
Sorry for the late response...
In the above TSD-20, I submitted it as an anonymous user in the service desk.
Our clients will most likely be submitting the requests as an anonymous user through the service desk portal. How should I set the reporter in the automation to account for this?
Thanks for your help!
It should but it all depends on how you have the automation configured. I looked back through the screenshots and never saw a automation that was correctly configured. You need to make sure the field you are editing is the assignee field. You then copy from your Select Program manager on the current issue. I added a screenshot of my edit rule below. You would change tests user picker JSD to select program manager. You need to make sure it is the Assignee field. As stated before you were using the wrong field.
Here are the steps I took to get it to work.
I added a custom field it has to be User Picker (single user) - https://support.atlassian.com/jira-cloud-administration/docs/create-a-custom-field/
I then associated that custom field with the proper screen(s) on the project - https://support.atlassian.com/jira-cloud-administration/docs/add-a-custom-field-to-a-screen/
Once the custom field was made I added it to the form and setup my automation.
1. I created the User Picker custom field, and associated the field with all available screens.
2. However, when I try to add the custom Select Program Manager field on the customer Tech Support form (2nd pic), it does not display as an option in the bar on the right. What now?
You need to make sure that you have added the field to the create screen for the issue type associated with the request type. Once you have done this you can add it to the request form. You can check the screens by going to project settings -> screens
@Allison Beaudry I am sorry I should have noticed that you were using a next-gen project. Is all you should have to do is change it from current issue to trigger issue and then you should see your field that you originally created and not the custom field that you had.
Ok, sounds like we are getting on the right track. I completed your steps and once I selected Trigger issue, the custom field I just created did display (but not my original field).
Despite this, I still tried to edit the request form screen and I still do not see my custom "Select Program Manager" field in the edit request form screen, though.
I created another new test anonymous service desk request and still no assignment occurs.
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