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JIRA 4 Essentials by Patrick Li

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Help Desk Project

We have seen the power of workflow and how we can enhance the usefulness of JIRA by adapting to everyday business processes. With our Help Desk project, as with most support-oriented systems, it is often the case that our help desk staff will require more information from the business user who has submitted the support ticket to help further diagnose and finally solve the problem. Our requirements for the business process would then include:

  • Ability for support staff to request more information from the business user
  • Allowing business users to re-assign the ticket back after the request information is supplied

Furthermore, as a bonus, it will be ideal to automate certain aspects of this process. For example, whenever our help desk ...

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