Handling work for different departments

[Teja]

Hi Community,

I had very interesting question.

If a ticket raised it should flow to different departments. For example , Spare part ticket is raised in lands in Spare parts project. 

Assignee picks up the ticket work on it then it requires Sales, Procurement , Finance department.

If the work is done in current ticket , it should to flow sales>procurement>finance departments.

What is the best approach to handle this problem.

I got a idea,  If a ticket is raised engineer works on it will do his bit .

In the same ticket I want create button likes sales >>Procurement >>Finance

It should be step by step procedure .  

if there is any approach let me know ? 

[Dave Mathijs]

Hi @Teja 

You could use the Atlassian Teams and its field to transfer tickets from one department to another. With Managed Teams you can even use your IdP's groups structure to create and manage teams.

If the work for one Assignee is finished, the ticket is routed to another Department/Team where another Assignee picks up the next task in the flow. In that case, the workflow statuses determine the steps.

Another approach is to create subtasks for each department within the same ticket.

[Varsha Joshi]

Hi @Teja 

The way we have implemented when we have to create tickets for different groups is to use automation to spawn separate tasks, that way they are all linked by the original Jira.

Hope this helps.

[Teja]

Hi @Varsha Joshi ,

How we can create ticket for different groups. Please let me know the process. 

[Varsha Joshi]

Hi Teja,

Navigate to Project settings --> Automation. Create a new rule

I had created it to trigger manually from the original issue, you can use the rule builder to complete the next steps. I am hoping the different department just use a separate project.

[Teja]

That's great..!

If I create tickets using manual trigger it automatically creates tickets in within / different project. It links to the existing tickets as "blocked ". What would the  initial ticket status would be?

[Varsha Joshi]

It sets to whatever your workflow is set to - it can be either new or open.