Add 'Create another' to Service Management?

[Michael Johnson]

Hello Community,

Does anyone have any experience adding the 'Create another' function to Service Desk or similar?

The business process is users need to submit multiple requests that are identical except for one field, an asset value. Completely repopulating the form is too much work so they're just adding spreadsheets to one issue with all the requests.

Any advice is appreciated.

Best, Michael J

[Brant Schroeder · Accepted solution]

@Michael Johnson 

That feature has been requested so please vote for it here: https://jira.atlassian.com/browse/JSDSERVER-1555

At this time I am not aware of any way to do this through the portal.

[Softlist Sp. z o.o.]

You may try the Multi Request plugin, which adds a "Create another" request button on Jira Service Management (Data Center) to copy all fields data into a new ticket. So you can create multiple similar requests in the same service project. The plugin works with all standard fields of a request type such as Project, Summary, Type, Priority, Linked Issues, Description, Assignee, Attachment, etc.

Give it a try → https://marketplace.atlassian.com/1226613

Let me know if you have any questions about that!

[Michael Johnson]

@Laurens Coppens, it's for our Imaging dept's Service Desk project. The requesters aka the curatorial areas need digital photos taken of a collection of objects and the only difference between the requests is the acquisition number for each object. So they constantly have to re-enter the same data for each request.

[Laurens Coppens]

@Michael Johnson  It might be a long shot, but maybe you can have them add multiple values in a text field or table grid and then create multiple issues from those values?

The create another or clone issue would be better suited but since it doesn't exist i would try to solve it like that.

[Laurens Coppens]

Hi Michael,

I know it might not be the answer you are looking for, but i want to look at it from a more functional point.

Why do people need to add more than 1 of the same or almost the same request, and how can we improve this process?

There might be other paths to achieve this like adding custom fields that trigger clones of this issue in the back.

Regards,

Laurens

[Brant Schroeder]

@Laurens Coppens An example that I have seen a lot is access requests.  A department has a batch of new hires and they need to provide them access to the same applications or different ones depending on their role.  They would like to just submit the same request over and over saving the approver and contact information.  This is just an example of several I have heard of.

[Laurens Coppens]

Brant,

How i would typically do this is:

Create a select list with roles

Run an automation rule based on role that creates the ticked needed for that role (laptop, AD account, ...)

that way you only need to enter the details of that user, which is different for each one, and then select the role.

Additionally you can add a checkbox list to select some additional tickets that need to be created for that account.

Hope this helps,

Laurens

[Brant Schroeder]

That will work for a single user.  Say I have hired 3 people.  I still have to enter each of them.

[Laurens Coppens]

Yeah, but those people have different names, and might have different roles.

Say thay have the same role, than you only have to enter the role multiple times, thats only 1 select box.

Cloning the issues and changing the names gives you more work.

But thats just my point of view