Switching from ServiceNow to Jira Service Management

[thorngje]

Hi,

Looking for any tips or helpful information for someone who is moving their organization from ServiceNow to Jira Service Management.  Specifically, with the catalog, I am trying to replicate the ServiceNow workflows where I am able to open a Request and have the subtask for a team, and then when one subtask is complete it opens the next subtask for the next team.  I think it could be done with automation somehow but not sure how to trigger when the subtask of the parent task is complete that it will know which subtask is next or which one just closed.

For example... Customer orders computer, I want a Request qued with a subtask to order or pull pc from inventory.  Once that is completed then the next subtask will open for the imaging team to image that pc.  After that is done the next subtask will queue the deskside team to deploy the pc.

Thanks for any help you might have!

[Alex Koxaras _Relational_ · Accepted solution]

Hi @thorngje 

JSM and its respective out of the box workflows, do not offer the thing you ask. It is feasible, but as you said as well, with the use of automation. The specific example you mention could be done:

• By creating the specific request type and have an automation to create all subtasks simultaneously.
• Then you would have to edit the workflows so as to prohibit the agent of starting a subtask unless the e.g. the previous wasn't completed.
• You could add automations so as to inform OR assign the next subtask once the previous was in a DONE status.

It can be done, but it need custom work.

[thorngje]

Are there any apps in the marketplace that can do this?  Would ScriptRunner be able to provide this functionality?

[Alex Koxaras _Relational_]

I think that it could be done with scriptrunner, but tbh I don't have that much experience with the specific app (it is on my todo list however). I know for sure that JMWE offer a variety of tools to help you do that.

[thorngje]

Thank you!