How can i setup a service desk on top of a software project?

Question

Hello guys,

i plan to introduce JIRA for 1 year now, but i am waiting after i hear from the coming JIRA 7. So JIRA 7 is here and you ease stuff, but some things its hard for me to find / reconfigure like i do in JIRA 6. So no problem i read your documentation all good.

But, the following situation: I have setup a JIRA Software project, where the developer work in the agile way. Then i want to setup a customer portal with SLA's and all the stuff using Service Desk. In JIRA 6 / Service Desk 2.x i setup the Service Desk on top of the existing software project. This gives me the chance to have project managers (you call it: Agents) which are the gatekeeper for the developer's and to all the planning with Portfolio etc. etc. etc.

In JIRA 7 and Service Desk 3 i dont get this scenario up and running, i miss also a documentation like this https://confluence.atlassian.com/servicedesk025/how-jira-and-jira-service-desk-work-together-754977568.html - So can somebody help me how to configure JIRA 7 Software or Service Desk 3 project to use both solutions like in the older versions? - Is this not possible anymore?

Thanks

Michael

Mark Brown · Answer

im trying to figure this out myself.  Service Desk looks like it runs on top of JIRA but we tried to restore our JIRA database to the one we created for Service Desk and we can't see where that lets us do any of the normal JIRA Agile work.  Do we have to have both JIRA and Service Desk installed separate?  Can they communicate together I am very confused and find the documentation on this very unhelpful.

michaeldoehler · Answer

Hello,

this helps me not, because i dont find any Guide about installing Service Desk as plugin. Service Desk will be ever installed as Application and this results in completely seperated Service Desk projects.

How i can install or use Service Desk as i described in my question?! - Any experiences?

Greetings

Michael

Phill Fox · Answer

Hi

What you want is indeed possible but with the launch of JIRA 7 and the split of the product in to three versions you need to install Service Desk as a plugin on top of JIRA software.

There are then a set of guides available at https://confluence.atlassian.com/servicedeskcloud/getting-started-with-jira-service-desk-732528698.html to show you how to get started with setting up your service desks.

Hope this helps

Phill