Suggestions for making Jira have some JSD capabilities

Ellen Sulerzyski

I cannot use JSD (our organization has said no) but we currently use Jira.  Any suggestions for making Jira accommodate some Service Desk type features?  For example, should I create a separate Issue Type, workflow, screen, etc for Service Desk type requests?  We won't have an email capability for requests from external users, but could copy emails received into the system.  Thoughts?

Ste Wright

Hi @Ellen Sulerzyski

Whilst JSD will make for a better user experience, it depends on what you're looking to use it for. For example, I've seen support teams use Jira to receive internal requests from other colleagues - this is how I've seen it done:

• Setup a project - or even just an issue type - for support requests
• Create a workflow for the support requests
• Create a screen for the support requests with required fields. If used by other Jira users, you could create a separate field configuration, providing descriptions to each field as to what users should enter
• Create issues via email, issue collectors on an external website or a custom URL for Jira users. See this answer for ideas.
• Create a Knowledge Base for FAQs in Confluence - which could also include a section for users to create issues. You can share a Confluence site publicly.
• Use a dashboard to track requests - for example issues assigned to each support team member, number of issues open, average time open, those of a high priority, etc. This could be setup as a wallboard also in the support team's area.
• Create automation through workflow transition properties or Automation for Jira

^ Let us know if this gives you some ideas for your needs!

Ste