We have seen the power of workflows 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 solve the problem. Our requirements for the business process would then include the following:
Ability for support staff to request more information from the business user
Allowing business users to reassign the ticket back after the requested information is supplied
Furthermore, as a bonus, it is ideal to automate certain aspects of this process. For example, whenever our Help Desk staff requests information, he/she will not need to decide who to assign the ticket to, but rather, let the system work it out. The same can be applied to the business user when he/she resubmits the ticket; it will be reassigned accordingly...