Hello
We are facing a technical challenge in Jira. Our customer ask us to use JIRA as the tool for incident level 1 support. Most of the issues come from phone call.
When the Service Desk team creates a new issue, by procedure, they have to fulfill all these fields:
- Contact name, contact phone, contact company, contact email, contact address, contact id
- Affected service
- Category
- Impact
- Urgency
- Affected asset
- Title
- Description
We are worried about “Contact name” field because they have to look for the contact data using a pop up search form, by clicking a button, the search form pops up, they fill in the desired fields (as surname, or telephone, or city or all of them), click on search, if multiple matching contacts are shown they select the correct one, and all his relevant information is auto completed in the issue fields. The important thing is that this search is carried out during the creation of the issue, before it has the Open status, because “Contact name” is a mandatory field. Also, take in account, that we have more than 120.000 registered contacts.
The same happens with the “Affected asset” field, the Service Desk agent needs to complete the field during issue creation, and search it from the asset inventory, using asset fields depending on the asset type, they can search by IP address, asset name, asset label description, serial number, etc.
We don’t know how to implement this searching activities during issue creation. Ideally we could implement search screens and streamline them in a sort of wizard, but not sure… .
Thanks
Antonio
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