Using Problem management process with Jira Service Desk

[Rob Burgess]

We are new to Jira Service Desk and would like to use the problem management process with for our external customers software support requests.

We would like our agents to record how a software issue was resolved (the solution).

What is the best way to do this in Jira Service Desk?

Thanks

[Jack Brickey]

Hi Rob,

it sounds like you primary question here is how to record solutions. As Patricia conveys, this ultimately falls on your agents to document a concise and meaningful solution. For sure JSD can provide the means of recording the solution. For this I would create a custom text field called say “Solution” and have it on a screen that is associated with the transition to Done status. Add a Validator to the transition to make “Solution” required. One advantage of using this custom field is that you can search it for common solutions to help analyze common threads and opportunities to create a more permanent fix and/or knowledge base article for your customers.

[Patricia Francezi]

Hi @Rob Burgess 

I will provide my opinion, based on the processes in other tools, and how we are cultured to implement the problem management. 

Jira Service Desk, doesnt have the incidente categorization that we use, and also the problem solved, and how. 

To minimize the creation of custom fields, I would recommend using the Components to reflect your systems, or infra, or i.e users pcs.

And a custom field with options to the minimum of your need currently; Im mean, What was done to solve: "reset" "reconfig" "update" "change equipment" so on, and an option "Other". 

Remember that the more options you have, the less likely the agent is to fill in correctly.

You also need to force them to full fill the field, before closing the ticket. This is done by Resolution Screens + Workflow Validators.