If you have implemented or administered Jira Service Desk, I am interested in learning about your experience with Service Desk Automation module. It is such a great idea, it has an enormous potential, yet the out-of-the-box features are somewhat limited in terms of flexibility of editing custom fields, moving issues to a different issue type, etc.
Have you faced these challenges? How have you resolved them?
A couple of interesting use cases:
- Triage based on key word - if we capture a specific word, like "broken" - to move a ticket to a different issue type and Customer Request Type. For example switch from Service Request to Incident issue type, and from "General IT Help" to "Desktop Support" Customer Request Type.
- Auto-closure of tickets that are stale - if a specific SLA is broken -- set resolution, set custom fields' value, log time, transition tickets to "Closed" state. The challenge here is the lack of availability of automation of custom fields, log work.
- A hurdle with Issue Type / Customer Request Type pairs: it's not a secret that the implementation of Issue Type / Customer Request Type poses some challenges. There is no good mechanism for a Service Desk agent to quickly flip tickets between Request/Incident/Problem issue types. Furthermore, if the the issue type is changed, one has to mop up the Customer Request Type. How did you address this challenge? For our service Agents that have to deal with dozens of tickets on a daily bases, this is a real productivity and usability downfall of the system. It takes upwards of 15 mouse clicks to change the IssueType and CustomerRequestType.
Welcome your comments, thoughts, suggestions.