Service Desk - Customization and functions

[Winnie Wong]

I am trying to establish a service support workflow to handle production related enquires via service desk and would like to customize several settings and functions, I have tried to look at the manual but still get a lot of questions and therefore would like to seek advice. 

1. I would like to customize the input fields, some of the default fields are useful but still they are not meeting our needs and I could not find a way to amend them - we wish to set the fields with drop down boxes so that people could choose instead of type freely, so that input data could be standardized for future data analysis. 

2. Not sure if we could set rules to automatically assign a certain type of support request to a particular person/group of people, based on the input provided by customer? e.g. requests related to AMH would be routed to AMH teams

3. Whether email notification could be sent to a particular group of people for a certain type of support request? e.g. AMH teams would receive email notification regarding the support requests raised for AMH only

4. Not sure if it is possible for customers to raise requests via a standard email template to a dedicated mail box, in which a support issue/ticket would then be raised automatically and fill in to each of the input fields? 

I know JIRA could be very powerful as a workflow and knowledge based tool, and it would be really fantastic if all these functions can be applied successfully. 

[Fabian Lim · Accepted solution]

Hi @Winnie Wong

1. You will have to create a single dropdown customfield and assign it to the project screens and the the customer request
2. Assignments are only done to a single account, but you could use other fields to populate groups. That being said, jira automation can use conditions to assign to the appropriate person
3. Yes, with jira automation you can send it to single email addresses, users, or dos
4. You can submit via email and jira can create tickets. You would have to investigate how to populate info on specific fields though.

Thanks,

[Winnie Wong]

Hi @Fabian Lim, thanks for your prompt response, may I know if there is any procedural guideline that I could follow or support team that I could seek help on how to do that? Many thanks. 

[Fabian Lim]

@Winnie Wong

- How to create customfield in jira: https://support.atlassian.com/jira-cloud-administration/docs/create-a-custom-field/

- Automation in Jira documentation: https://www.atlassian.com/software/jira/features/automation

- Setting emails for ticket creation: https://medium.com/@agile.umer/jira-101-setting-up-emails-to-tickets-785e0c865ca4 

Regards,

Fabian