Overview
Pro Create for Jira Service Desk prompts Agents to select which channel an issue should be raised under., either ‘Jira’ or Jira Service Desk’s ‘Portal’. Optionally the user can be foreced to raise requests by being automatically redirected to the Customer Portal create request option.
When an agent clicks the ‘Create’ button in Jira, Pro Create with give them the option of using Jira’s default method, or re-directing them to the Portal to create an issue there instead.
Why is it required?
Agents, especially those used to Jira, will often raise Service Desk requests via Jira's Create button. This results in missing data (such as Customer Request Type), or far too many custom fields being displayed on the create screen. Furthermore, Automations or SLAs can fail to run because of this missing data.
Pro Create for Jira Service Desk solves these problems by reminding the Agent to 'Raise a request' via the Portal, without enforcing this. This allows Incidents and Service Requests to be raised correctly via the Portal, but also Changes and Problems to be raised via Jira's create button. The current workarounds of hiding the Create button with Script in the Announcement Banner, or Modifying the project's permission schemes do not allow for this best practice behavior.
Pro Create for Jira Service Desk solves the following requests:
What does it not do?
Pro Create intercepts the Create request when the agent is within a Jira Service Desk project.
This means that if an agent attempts to create a request from outside of the project (for example, from a Dashboard), then the interception does not take place.