Jira Ticketing System Workflows and User Experience

[Marco Cuentas]

Hey everyone,

I'm undertaking a project in which I'm tasked with revamping our ticketing system and integrating other teams (Security and HR) within Jira. I have crated this workflow and built out its logic (see image). I would like input on how to make it better and how I can meet the requirements below:

1. Create an automation to transition status from resolved to closed after 30 days without notifying customers 

2. Revamp approval notification workflow. Currently, we have a bug in which the approver gets an email and slack notification to approve/reject a request, but they dont' sync with each other. (ie.: approver approves via slack, but still gets an email to approve again). Also, when they want to approve via email, it will ask them to log in (even though disabled login prompt in settings). What's a good template for approval requests? 

3. How to implement Subcategories in the ticketing intake form (i.e: zoom issue, softphone issue) 

[Valerie Knapp]

Hi @Marco Cuentas , welcome to the Atlassian Community and thanks for your question. 

I don't see an image of the workflow. Please can you have another go at uploading it, if it's important. 

In terms of the automation, Atlassian provides an automation library to help get you started https://www.atlassian.com/software/jira/automation-template-library/rules#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC 

For the approval, there are some articles, like this one https://community.atlassian.com/t5/Jira-articles/Add-an-approval-step-using-Jira-Software-and-Work-Management/ba-p/2182531 , with workarounds if the standard approval function isn't working for you. 

Then, for the subcategories, you can just use a cascading custom field. I use these in a form we have implemented for a university customer where they indicate first the type of employee they are, staff or faculty, and then there is a subfield to indicate the department. 

Anyway, I hope this helps you. If you have more questions, let us know.

Cheers

[Marco Cuentas]

Hi @Valerie Knapp - I have uploaded the workflow as a comment on this post. Also, for the subcategories, I meant subcategories for IT Systems Issue tickets such as choosing from Zoom Rooms issues versus Microsoft 365 access. So, the end-user should see all these different categories when creating a ticket.

[Valerie Knapp]

Hi @Marco Cuentas , thanks for your feedback. 

Ok, if you want to show a conditional list of sub values, you should be able to achieve this in forms with a conditional section. 

Please review the documentation here - https://confluence.atlassian.com/jirakb/add-a-conditional-field-to-your-project-using-forms-1188419353.html#:~:text=To%20create%20a%20conditional%20section,used%20to%20trigger%20conditional%20logic.)&text=Click%20to%20Add%20section%20anywhere,drop%20the%20fields%20and%20sections). 

Does this help / answer your question? 

Best wishes

[Marco Cuentas]

Hi @Valerie Knapp thanks for the reply. Are forms compatible with Slack integration?

[Valerie Knapp]

Hi @Marco Cuentas , thanks for your question.

I checked and other people have already asked this - https://community.atlassian.com/t5/Jira-Service-Management/JSM-form-fields-do-not-appear-when-creating-requests-in-Slack/qaq-p/2361972 

Unfortunately, the answer is no for now but there is a suggestion you can vote for here - https://jira.atlassian.com/browse/JSDCLOUD-10922 , which I will also vote for as well.

Best wishes

[Marco Cuentas]