Notification for Service Desk Request
I am creating a form for customers to be able to submit a service desk request within Jira Service Management. I created a field for the customer to select their program manager, but when the drop-down menu is selected, none of our current administrative users display (see screenshot). I am concerned that the admin won't receive the notification when the service desk request is submitted by a customer.
I notice that when I view the same page as an administrator, the appropriate users do display in the drop-down menu, but not when I am signed in as a customer. Is there a permission that I am missing?
Please advise. Thanks!
Allison
7 answers
1 accepted
Allison,
Can you please check your customer permissions. Can you select the third option and see if that makes a difference.
We have under a dozen program managers at this time, but that number will likely increase.
Attached is a screenshot showing the options currently in the form. There is an option to "Select your Program Manager" at the bottom of the list, but even when an individual is selected from this drop-down menu, they do not receive an email notification of a service desk request.
Thanks, Brant, the notification helper solved the problem with the notification.
My question still remains though:
How can the right person be notified immediately after a customer submits a help desk request? Is there a way to accomplish this without having to monitor the service desk constantly and create/assign issues to specific people (as seen in screenshot?)
Basically, I am trying to reduce a step in the procedure and insure that clients receive the fastest response possible.
Apologies for still not understanding this.
Thanks for the link, I am starting to understand the process of creating an automation.
Could you go into a bit more detail regarding how to make the program manager that the client selected in the service desk form the assignee? The screenshot below illustrates the options currently available in our form.
Thanks for all your help with this!
@Allison Beaudry I am sorry I should have noticed that you were using a next-gen project. Is all you should have to do is change it from current issue to trigger issue and then you should see your field that you originally created and not the custom field that you had.
Ok, sounds like we are getting on the right track. I completed your steps and once I selected Trigger issue, the custom field I just created did display (but not my original field).
Despite this, I still tried to edit the request form screen and I still do not see my custom "Select Program Manager" field in the edit request form screen, though.
I created another new test anonymous service desk request and still no assignment occurs.
Here is a more detailed screenshot after I selected automation in the lower right.
What am I missing? I very clearly selected the program manager. I really am trying to understand what I am doing wrong here and thanks for your help.
This is the form where program manager is selected. Still no notification.
FWIW, the rule "Actor" is listed as Automation for Jira. Is that the correct setting?
Unfortunately, it still didn't work, still no email notification. See below screenshots for details.
It should but it all depends on how you have the automation configured. I looked back through the screenshots and never saw a automation that was correctly configured. You need to make sure the field you are editing is the assignee field. You then copy from your Select Program manager on the current issue. I added a screenshot of my edit rule below. You would change tests user picker JSD to select program manager. You need to make sure it is the Assignee field. As stated before you were using the wrong field.
Program Manager is not given as an option in when I try to select the assignee.
Program manager is only given as an option in the "choose fields to set" list.
choose assignee and then select the three dots on the right and choose copy from. This will get you the option to copy from another field.
Once you select copy from it should look like this
How do I make sure my custom "select program manager" field is configured properly? These are the fields I currently have set up
1. I created the User Picker custom field, and associated the field with all available screens.
2. However, when I try to add the custom Select Program Manager field on the customer Tech Support form (2nd pic), it does not display as an option in the bar on the right. What now?
Ok, I don't see an option to assign the issue to the user specified in the customer form (see screenshot). What am I missing here?
Under project settings you will need to go to Automation. Here you will need to create a new automation. It should look like this.
Despite creating an automation and following your directions, the program manager still is not receiving the email. The user only receives an email once I assign the issue directly in the service desk.
Pulling my hair out here, what am I doing wrong? Attached is a screenshot of the automation I created.
No, the issue isn't assigned until the I assign it directly from the service desk.
So it is not with what you have currently setup. See notes below, make these changes and let me know how it goes.
It is still not sending the email to the selected program manager in the service desk request.
This is the service desk request (that needs to initiate the email to the program manager) that is filled out by the anonymous user :
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.