Is JIRA for Slack is suited for ServiceDesk use?

unknown

Hello,

We are using JIRA for Slack and I'm wondering how this tool can be integrated with Jira ServiceDesk.

We use the ServiceDesk for IT Support and I want to know if ServiceDesk features are covered:

• Request type assignation.
• Components designation.
• SLA.
• Request automation (time out, auto-close...)

Thanks!

Daniel Eads

Hey Pascal, welcome to the Community!

We are actively developing the official Service Desk connector for Slack. Here are some resources you might be interested in looking at:

• The Atlassian Marketplace listing for Jira Service Desk Cloud for Slack - describes the app as it currently exists, and has instructions for joining the Early Access Program
• Current documentation for the app

As the Service Desk app currently exists in its Early-Access state, only the Summary and Description fields are supported during issue creation. We've got a feature request on our public Jira you can interact with here about adding additional fields on the Slack side.

In the meantime though, the app drops a link to the created Jira issue in the Slack channel:

By clicking through the link to Jira, you can add information on additional fields.

Any automation you have set up in the Service Desk project should continue to function normally, as if you created the issue through the customer portal. You shouldn't need to worry about time-out, auto-close, SLAs, etc. unless they've got some custom criteria that may need to be added as extra fields. If the SLA/automation rules apply to all issues regardless of custom field values, they'll work normally! And if they do rely on custom field values, you'll just need to click through to Jira and fill in those custom fields after issue creation from Slack.

Hope that helps explain things, and let me know if you have questions!

Cheers,
Daniel | Atlassian Team