Simple pass through project

[jalaj gupta]

Hi,

I am trying to automate the invoice processing flow for our finance function. since JIRA does not seem to have the concept of assignment groups and restricted queue access for users, we are exploring the option of creating separate projects per team.

So Team 1 (Project 1) will only raise tickets. It should go to team 2 (Project 2), they would work on it and move forward, and so on.  There may be scenarios that the teams may need to send the task back (for more info etc).

Would love to hear the experts' views on this approach and any better alternatives.

Also, in the context of our current approach, Is it possible to create a JSM project that does not have a Customer entry point?

Thanks in advance !! 

[Nic Brough -Adaptavist-]

This is not a recommended way to do this.

"Move issue" is not something you should ever be doing as part of a standard process.  It makes structural changes to the issue, and can be a very complex, fraught, and human-error prone process.

Your users will not want to do it, because it's slow, clunky, and complex, and you can't automate it.

I would think about

• Having two projects, but setting them up in a way so that people know which project to add their issues to in the first place
• Keep it all in one project, but use a field to indicate which team it is for.  Could even use the issue type(s) for that!
• The issues you want to move - could they be done as sub-tasks?

[jalaj gupta]

Hello Nic, yes they can be done as subtasks but the problem I see is that the flow is not always linear. People may want to refer back the tasks to ask questions or get clarifications. Also, we are looking to implement queues and as I understand, JSM currently does not allow restricting access to queues based on certain fields (like Assignment Group).

Another problem that I see - Currently we are looking at only automating the invoice approval process in the finance function.. later, we will move more of our projects to JIRA and then it maybe difficult for the teams to have a holistic view considering other tasks may end up in a different project.

Let me know your thoughts on this please?

[jalaj gupta]

Hello @Nic Brough -Adaptavist- , yes they can be done as subtasks but the problem I see is that the flow is not always linear. People may want to refer back the tasks to ask questions or get clarifications. Also, we are looking to implement queues and as I understand, JSM currently does not allow restricting access to queues based on certain fields (like Assignment Group).

Another problem that I see - Currently we are looking at only automating the invoice approval process in the finance function.. later, we will move more of our projects to JIRA and then it maybe difficult for the teams to have a holistic view considering other tasks may end up in a different project.

Let me know your thoughts on this please?

[Nic Brough -Adaptavist-]

Sub-tasks won't stop you from asking questions or having a workflow that can go backwards through the process as needed.

Queues work really well, but you don't need to restrict people to them - the whole point of a queue is that people know which ones they should be using.  What it does do is allow you to filter things into different queues.

Jira's reporting is not limited by project, you can do everything (except project-specific) stuff in reporting and dashboards. 

As long as you don't start hiding projects from people, you can easily build holistic views across projects.

[Jack Brickey]

Hi @jalaj gupta ,

do you mean to say that you wish to move issues between projects? To me, this seems overly complex and a fundamentally broken approach. If a task involves various teams in order to complete it, why not consider using subtasks? You might also consider linking various tasks. There are also others that create a team field and use it to assign an issue to that team.

[jalaj gupta]

Hello @Jack Brickey, yes they can be done as subtasks but how will they function if one of the team wants to ask a question? Also, we are looking to implement queues and as I understand, JSM currently does not allow restricting access to queues based on certain fields (like Assignment Group).

also, in the next few months, we are planning to add more processes, then it maybe difficult for the teams to have a holistic view considering other tasks may end up in a different project?

[Jack Brickey]

I think Nic has answered your questions here but if not LMK. I would also ask if JSM is the right solution at all here vs. JWM or JSW. Is there something about your requirements pushing you to JSM?