Jira Service Desk Functionality Questions

Question

Can Jira Service Desk cater to the following?

1. Multi level approvals (E.g. Request > Approval of Immediate Head > Operations and etc)

2. Multi-team collaboration in a incident ticket?

3. Integration with Active Directory that will adapt the hierarchy of the employees (e.g. User > Manager and etc.)

4. What enterprise asset add-on would be able to cater to Asset Inventory, Discovery and Relationship?

5. CMDB?

Peter Hamilton-Harding · Answer

Check out Atlassian Crowd, don't know why I didn't mention this in the original comment

John Carlo Weng · Answer

Thank @Peter Hamilton-Harding

Do we have any documentation on how to integrate AD to Jira SD Cloud?

The requirement for the AD is to have an automated assigned approver for requests. (E.g. User Request > Immediate Head for approval)

Peter Hamilton-Harding · Answer

1. Yes, custom workflows (and notifications) are ridiculously easy to set up.

2. Yes - everything is role based so easy to collaborate at different levels/between teams

3. Yes if your hierarchy is OUs or Groups - no as far as I know if you just mean Organisation Hierarchy

4. Haven't explored this, but plenty of relevant add-ons available

5. See 4.