Save request as a Jira draft service ticket

A customer may need information to create a request that he doesn't have at the moment. Agents need a complete request to start working on it.

Jira Service Desk as one source of truth

The dev team uses the planning poker addon and has noticed it is crushing. The topic was brought up at the retrospective. Scrum master John decides to pass this information to the project admin. Project admin Tom decides it is necessary to report the problem to the vendor, and that's what he does.

The agent's workflow - 5 steps you should take

  1. A banner at the portal with a pleasant message about filling in all needed information.

  2. Tom fills in the fields where he is sure: app name, hosting, and instance URL. Unfortunately, he cannot access the SEN license number for the addon. He also doesn't know exactly what the plugin's instability manifests as, so he leaves these fields blank and creates a ticket. The ticket is created as a DRAFT status. Let him click the SUBMIT button if he doesn't want to add anything to it. However, Tom knows that he needs the support of his colleagues to make the submission rich in information.

  3. Tom joins two people: Greg, who is the site admin, and Beth, who is the dev team leader. Tom can share the ticket thanks to the native Jira functionality Share with. Greg enters the request, clicks Edit request, and fills in information about SEN. Beth, on the other hand, describes the problem in detail. After each action, a comment is added to the task, stating who edited what field and when.

  4. Tom enters the request, clicks on the Edit request button, and completes the Project type field, which is company-managed software. On this screen, he also chooses to change the status to OPEN.

  5. The ticket that catches OPEN statutes is in the queue. The agent can work on this with all essential data packages; all concerned are already added to the ticket.

Why is it worth it?

  • Agents with access to all necessary data: They have all crucial information in the ticket.

  • Agents don't get stuck due to waiting for answers: Without spare communication and billions of the same questions, they can resolve tickets much faster.

  • Meeting SLA faster: Happier customers!

  • No rush decisions: Reporters can take their time to collect information and save tickets as drafts.

  • Editing requests prevents mistakes or incorrect data entry: When this happens, the reporter can edit the ticket (the admin decides who, when, and how many times it can edit).

  • One source of truth: Without other channels, side conversations – all at once in the right place with notification for all concerned.

  • Transparent communication: It makes it easier for the agent.

Read more on our blog.

Last updated