How to Build a Questionnaire that auto create Tickets

[Jimmy Alexander]

Hi i would like to know how to build a Questionnaire for End Users that will auto create a Jira ticket based on the answers.

simple questions that will give our admin team information regarding the issue. that will allow us to build automation behind the answers such as

• assignee
• Priority
• labels
• components

This will help to remove the human factor from ticket creation in the event of an incident and ensure the correct priority and teams get assigned the tickets for a faster and more structured form of ticket triage

[Rebekka Heilmann _viadee_ · Accepted solution]

You could use the Issue Collector (or use Jira Service Management) or just the normal create Screen.

In all cases, a Jira issue will be created, as that is entity that all logic is based on. However, you can create Automation rules that will automatically close (or delete, but not recommended) issues based on the info in the respective fields.

You could differenciate these "dummy" issues by giving them a certain resolution or a different final status.

[Jimmy Alexander]

ok i see,  is there an example of the set up in regards to this? 

i am trying to remove any interaction with manual Jira Ticket creations from the end users, and have it be more based on the answers given, so that we can trust the data points such as Issue type, Label's, components, and use them as trusted way to build dash boards and efficient tracking.

i have just been gathering feedback over the last year of what the main pain points have been and it all leads back to inconsistency in how the tickets are created and the data that is input in the title and description fields that helps our service team react faster to the tickets.

 if this makes sense.

[Rebekka Heilmann _viadee_]

I don't exactly understand what info you want your users to put in and what that should result in to be honest. It almost sounds like your create screen doesn't contain any specific fields, hence why users are not giving you detailed info?

It's easiest if you can show one example and screenshot the following: Issue create screen with example Data as a User would fill it out.

If you do not want your users to interact with Jira itself, it sounds like a use case for Jira Service Management. There you have a portal view for "customers" with forms. You can map form fields to Jira Issue fields and give instructions, descriptions and more help. It's more guided and structured than the normal create screen.

[Jimmy Alexander]

Yep i do like the Sound of Service Management as it seems to fit what I'm looking for. thanks for your reply's on this.

[Rebekka Heilmann _viadee_]

Happy to help - if that answers your question, please accept it as such, so other users can see it's been resolved.

Also: if you need any more info/help on JSM, get in touch. We are an Atlassian Partner and can help with licensing, customizing and such. If you need someone local to you, you can use the Atlassian Partner Directory

[Jimmy Alexander]

will do! Answer accepted!