JSM Workflow: As an Admin, I want to be able to create new documentation and connect it to a specific request form
Jira has a documentation sister product called Confluence. The appropriate documentation repository should already be connected and configured to the Jira Service Desk. In the case you would like to create new documentation and connect it to the appropriate request form, please follow these steps: In the appropriate space (in Confluence), for the appropriate folder […]
JSM Workflow: As an Admin, I want to be able to interact with tickets using Teams
Jira and Microsoft Teams has an integration that enables specific users to comment and edit tickets, as well as query for tickets. Looking at the Teams integration with Jira, we can see that there are 3 main channels: General, IT Support and Tickets. The IT Support channel’s purpose is to have a space where admins […]
JSM Workflow: As an Admin, I want the ability to add mass alerts to associated end user help desk portal views
When a user is granted Admin permissions, they will be able to access the end user help desk portal view and create mass alert messages. In the top right hand corner, you will see a Customize button that will allow you to edit or add a mass alert message. Select Manage Announcements. You will be […]
JSM Workflow: As an Admin, I want to be able access important ticket workflow features on my mobile environment
Jira has a mobile application that service personnel and staff can install on their mobile phones. In the Projects tab you will have the option to look at tickets in specific queues and service requests. In the example below, the All open queue’s tickets are listed. Once clicking on a specific ticket, we can update […]
JSM Workflow: As an Admin, I want to add watchers (CC) to a ticket
CCing individuals to a ticket in SolarWinds would allow for the cc’d individual to receive ticket updates. For a particular ticket, click the Eye icon to add additional watchers to a ticket. This will be equivalent to CCing them to a ticket in the old system. Due to how the notifications are set up, updates […]
JSM Workflow: As an Admin, I want the ability to comprehensively filter tickets
First, you can simply filter and group tickets based on assignee or request type through the dashboard: Another way to filter tickets is to view and edit queues. When accessing the Queues tab, we can see a list of existing queues. For the All open queue, we see all tickets that have a status of […]
JSM Workflow: As an Admin, I want to create reports that will help me analyze my ticket data
In Jira, we will leverage the Dashboard feature to fulfill this requirement. Select Dashboards and pick the dashboard in question. Click Edit to edit the existing dashboard. You will be given the options to add Gadgets to the dashboard for specific metrics you would like to see. Depending on the gadget, you may need to […]
JSM Workflow: As an Admin, I want to automate a field’s value based on another field’s value
In this example, we will create an automation for a ticket’s due date that is based on the priority level of the ticket. Select Project Settings in the side menu in Jira. Select Automation in the side menu to access the list of existing automation workflows that exist for a specific project. Click Create rule […]
JSM Workflow: As an Admin, I want to status tickets that are open to closed
Access the Jira Service Desk Board and noticed that there are two columns: Open and Closed Either drag and drop the completed issue from Open to Closed, or access the ticket details and change the status from Open to Closed. You will be prompted with a complete request window where you will need to respond […]
JSM Workflow: As an Admin, I want to receive ticket creation/update notifications that end users submit through the portal or through email
As the appropriate email out and teams integrations have been configured with the Jira Service Management project, you should receive notifications through these external mediums. Through email, you will receive an email notification that looks like this: Through Teams, it will look like this: If you select View issue, you should be able to access […]