Service Desk Addons for Jira

Tony Rodgers_03lv11

Hi all,

 

I use Jira in a Service Desk environment and I'm trying to replicate certain aspects of dedicated Service Desk software that I have used before in previous jobs.  It's for expediency as the team grows.  

 

In previous helpdesk software, I could click on a tab or a button on a person's record and be able to see a history of all previous logged tickets including open ones.  Is this possible in Jira without having to type in search criteria?

Also, is there something that can hold security passwords for each user for person verification?

 

Many thanks

 

 

 

Jack Brickey

@Tony Rodgers , welcome to the Community!

Yes you can do this. Maybe not in the same way you are used to (a tab) but I think you will find the options acceptable.

In JSD you have Agents (those that work issues) and Customers (those that report issues). You are able to view history for either one. That is you can look at issues reported by or worked on by an individual. The report can be a detailed list or statistics, e.g. number of issues by a certain category.

Here are some of the ways to do this:

• Create a dashboard that illustrates stats/list for a given project.
• Create a filter for on demand viewing of issues by individual (assignee, reporter, etc)

My personal preference is the dashboard as they can be pretty powerful/flexible.  Here is an article on dashboards you might find useful - using-dashboard-gadgets