Incident Submission: App name and versions

Use cascading custom field to improve ticketing process and incident resolution.

A company uses the Jira service desk to manage customer support tickets. To streamline the process of incident reporting, a custom Multilevel Select field is implemented, allowing customers to specify the application, hosting type, and version involved in the incident.

Workflow:

Admin creates a custom field, adds it to the screen, and requests the type.

Customer:

• Logs into the Help Center.

• Creates a new ticket titled "Incident Report."

• Fills out the custom multilevel select field named "Incident Details."

• The multilevel select field "Applications" has three levels:

Applications

• App A

  • Cloud

    • v. 1.0

    • v. 1.1

  • Data Center

    • v. 3.0

    • v. 3.1

    • v. 3.2

• App B

  • Cloud

    • v. 2.1

    • v. 2.2.

    • v. 2.3

  • Data Center

    • v. 1.0

    • v 1.1

• App C

  • Cloud

    • v. 4.2.1

    • v. 4.0

    • v. 4.1.1

  • Data Center

    • v. 1.0

    • v. 1.1.

• Provides additional details about the incident in the description field.

• Submits the ticket.

Support Team:

• Review the submitted ticket and the selected application, hosting type, and version.

• Triages the issue based on the provided details and assigns it to the appropriate team member.

• Investigates and resolve the incident, providing updates in the issue comments.

• Updates the issue status to "Resolved" once the incident is addressed.

Alice is encountering an issue with "App A" hosted on the cloud. She logs into the Jira Service Desk portal, creates an "Incident Report" issue, selects "App A" in the first level, "Cloud" in the second level, and "v1.1" in the third level. She describes the problem and submits the ticket.

Bob encounters an issue with "App B" hosted on a Data Center - version 1.0. He creates an "Incident Report" issue, selects "App B" in the first level, "Data Center (DC)" in the second level, and "v.1.0" in the third level. He describes the issue and submits the ticket.

Benefits:

• Structured Reporting: The Multilevel Select field ensures that all necessary information about the application, hosting type, and version is captured in a structured manner.

• Efficient Triage: Support teams can quickly triage and assign incidents based on the detailed information provided.

• Improved Resolution Time: With clear and detailed incident reports, the support team can more efficiently investigate and resolve issues.