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Ability to append user template to incoming service desk issues

Context

  • Exclusive ~"EE Premium" feature only

Problem Statement

Users of the Service Desk desire a way to customize the issues created by the Service desk. Some items of interest are:

As a support manager, I'd like to assign a specific user all issues created by the Service Desk to a specific user.

As product manager, I'd like all service desk issues to be labeled with a specific label (eg. customer issue).

Description

  • Allow the (optional) specification of a service desk issue template that would be appended to all service desk issues.
  • This would allow the use of quick actions to assign the issue to specific people, apply labels, etc...
  • This optional service desk issue template would be stored .gitlab/issue_templates and would be selectable within the configurations settings page.

The screenshot below shows an earlier iteration where the template would be edited inline of the settings page. The template text box will be replaced with a selector in which the user can select an existing file template.

We should be sure to note that the selected template will be appended to the incoming issue within the UI.

Screen_Shot_2019-10-18_at_10.43.42_AM

Documentation Updates

The following is an initial list of expected documentation updates:

  • Explain how to add an optional template to the issues created by the Service Desk
  • Example showing how to use quick actions (to assign to a user, add a label) with link to current quick action help
  • Clarity that the template will be appended to the incoming issue email

Update

Backend is done. The remaining steps about how frontend can integrate can be found on !19515 (merged) description.

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Edited by 🤖 GitLab Bot 🤖