Our site has been upgraded to JIRA Software where we previously had both Agile and Service Desk.
Now we only have Agile, what happened to Service Desk ?
It's listed in the overview in "Application Access"...
Hi Claes,
Service Desk is available on your instance, however the menu "Service Desk" that used to be on the top is now deprecated. When you open a project that has Service Desk enabled, you'll see on the left menu some of the options you used to have on the old view (like Customers, Queues, Customer Portal), as well as when you open the project's administration you'll find the settings (SLAs, Request Types, Request Security...).
When you go to Projects (on the top menu) > Service Desk, all projects that has Service Desk enabled are shown.
You can take a look on this video so you can have a quick overview.
Thanks and regards,Paula Silveira
Question: How do I create a Service Desk Request to create a new project?
On our installation, requests to create a new project were made in Service Desk as a Service Desk Request.
This makes ZERO sense in terms of ease of use for employees within our organization. Instead of having a dropdown and one click to the portal to enter in a request, they now have to navigate to a project (that most don't have permissions to view and only create) and then try and create a ticket from there. Being able to keep the service desk shortcut in the top nav bar should have been an option when considering this breakout of products.
I agree with this comment, service desk is for the users to create a ticket easily, now we have to train the user, and many feel uncomfortable. And the downside of this is, why do i need to buy again service desk, i can create a project with service desk workflows\screens in Jira software and ask the users to use that.
Agree with these complaints - losing the ability to quickly navigate to either create a new service desk request, or as an agent in multiple desks quickly flip between queues is a huge productivity loss. This was poorly implemented.
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