Configuration Management in Helpdesk?
We are already using YouTrack and consider to implement HelpDesk as well as ITSM solution. One requirement for us would be automated configuration management.
For example: a user requests a new license for an application via Helpdesk. Is it possible to store lists in Helpdesk which are automatically supplemented with a new list entry in case a new license for a specific application is provided? At the moment we have several lists for license management in place which must be maintained manually.
Can we implement a workflow for that within YouTrack Helpdesk?
Thank you!
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Hi,
I'm Sergey from the YouTrack team.
In general, you can certainly set up extensive customizations and automations using the Workflow feature. To better assist you, could you provide more details about your use case? For instance, when a user submits a ticket to your helpdesk project, what should the subsequent steps be? Do you match the user email or other fields to identify which license should be supplemented? Should the license be automatically provided via email, or is there another step involved?
Configuration management is more than a workflow script.
The configuration item would be managed in a list (project) and its content should be displayed in another project field.
Question: is it possible to create and manage a standalone (configuration) item, which is dynamically linked to another ticket field?
Hi Rigo,
It sounds like a conditional custom field might help with the task. In case the dynamic linking involves more complex logic than that, you can implement it via a workflow while storing the list of values itself in a custom enum field.
If that's not what you're looking for, could you please share an example of how a configuration item should be used within an issue?
Hello
I am sorry if it is not clear. Conditional fields are not suitable for this problem. Configuration Management must be able to implement asset tracking, check-in/check-out.
Please check out the competitor JIRA system. Peoples are looking for this solution.
Hi Rigo,
There are currently no plans to introduce support specifically for asset management. What you can do in the meantime is use a separate project for listing assets and implement a workflow that will take care of tracking and check-in/check-out. To work with assets in other projects, you can create a custom app rather than relying on custom fields.