Incident ticket triage (service desk) checklist template
For first line service desk agents triaging a reported disruption. Impact and urgency set the priority, the affected service and configuration item are recorded, known errors and open major incidents are checked, and the ticket goes to the right resolver group.
- App: Checklist Flow for Jira
- Category: Service management (ITSM and JSM)
- Edition: Needs a paid licence; without one it shows with a Pro badge and a preview
- Items: 7 items, 5 required
- Suggested for: Incident, Service Request
Items
#| Item | Required |
|---|---|
| Impact and urgency assessed, priority set | Required |
| Affected service and configuration item recorded | Required |
| Checked for a known error or an open major incident | Required |
| Workaround offered if one exists | Optional |
| Assigned to the right resolver group | Required |
| Requester updated with next steps | Required |
| Linked to a problem record if it recurs | Optional |
Use it
#In a Jira work item, open the Checklist Flow panel, then Template library in the Templates section. Find the template under its category, use Preview to see the items and Install to add it to your site's templates. From then on you can apply it to any work item, or, with a paid licence, have it added automatically by issue type.
Related
#- Checklist Flow for Jira documentation
- Jira checklist templates: all 49 templates