Jira Service Desk Features and Capabilities

[Jesse Lopez]

Hello, I am new to Jira Service desk.   Has anyone verified the following features are available in Jira Service Desk and which are not?

SSO Integration

Self-Service KB Suggestions

AI-Based Routing

Asset Management Integration

Multi-Queue Support

Live Chat

Convert to Change Request

Convert to Dev / Project Task

Root Cause Analysis

Predictive Dashboards

KB Creation from Tickets

Resolution Notifications

[Trudy Claspill · Accepted solution]

Hello @Jesse Lopez 

Can you provide more context for what you expect with for these features?

• Convert to Change Request
• Convert to Dev / Project

What are you trying to convert; a single item, a project/space (collection of items)?

There is the JSM app which provides capabilities related to service management and core Jira platform functionality. Core platform functionality includes being able to change individual items from one work item type (i.e. service request) to another work item type (i.e. change request)

The Jira app provides functionality related to non-Service work item management including project/space templates focused on product development and business oriented work. The Jira app provides the ability to have Scrum and Kanban boards and reporting related to those.

JSM and Jira are separate app subscriptions. If you don't subscribe to Jira along with JSM then you can't get access to the Jira features like development project/space templates and Scrum and kanban boards. 

Is access to that type of functionality what you mean when you say "convert to Dev / Project", or do you consider "Dev / Project" to be another work item type that you add within your service management projects?

[Jesse Lopez]

Hello Trudy I am trying to convert a single service desk request to a change request or project and vice versa.   Projects can be in another management project.  

[Trudy Claspill]

You can change the type of a work item from one type to another, but you cannot convert a work item into a Jira Project (a container for work items).

There also is not a single button option to change a Jira/JSM project from a "service" type project to a "development" type of project, or vice versa. 

Jira/JSM projects are created from Templates.

Service projects are created from templates provided by the JSM app. Development projects are created from templates provided by the Jira app. If you have only one of those apps, you can create only the types of projects available from that one app.

The JSM app does not provide templates for "development" projects nor does it provide the features that typically accompany such projects like Scrum boards and Kanban boards. Similarly the Jira app doesn't provide templates for "service" types of projects, nor the features that typically accompany such projects like Queues and CSAT features.

If you want to be able to have both types of projects/features you need both the JSM and the Jira apps. You can get each through individual app subscriptions. They can co-exist in the same site.

If you create a project from a Service project template and then decide you would rather use a Development project template, you would need to create a new Development type of project and move the issues from the Service project to the Development project.

I'm not sure if I have addressed your question. If you have more questions related to this, don't hesitate to ask.

[Alex Koxaras -Relational-]

Hi @Jesse Lopez 

You can take a look at all the features per plan here: https://www.atlassian.com/collections/service/pricing

You can achieve almost all of them via any plan, but e.g. premium plan might have more dedicated features to ITSM than the standard plan. SSO can be found on Atlassian Guard and not on JSM.

Hope that helps!

[Jesse Lopez]

 Is Atlassian Guard a separate purchase?

[Trudy Claspill]

@Jesse Lopez 

Yes, it is.

https://www.atlassian.com/software/guard/pricing

[Artem Taranenko]

Yes, all of these features are available. Some might be tied to specific subscription tiers. SSO Integration requires Atlassian Guard in addition to JSM

[Jesse Lopez]

Thank you for the response Artem.

[Rohini Ramakrishnappa]

Hey @Jesse Lopez ,

We will be soon releasing AI-Based Routing and live chat. Multi que support is already there in production as "Multi-space work".  Happy to walk you through these features.  Please reach out to @Vansh V Singh  or @Anshuman Bhartiya  for any questions.

[Jesse Lopez]

Hello @Vansh V Singh  and @Anshuman Bhartiya   can you send me a message to schedule a walk thru?