Obstacles to joining Service Desk 2.0: Customers not accessing JIRA view

Question

Service Desk 2.0 is potentially a savings for me, but there are still some 'workaround' whereby I have to send Customers to JIRA view to allow them to perform a number of operations. Given that with the new model Customers wouldn't be able to use JIRA anymore, I need to ensure they have everything they need in Service Desk.

Maybe people will want to chip in and list the number of open suggestion tickets that are currently with Atlassian, but these are my key ones:

* Customer to be able to perform workflow transitions within Service Desk Portal, such as CLOSE: see https://jira.atlassian.com/browse/JSD-40
* Customer to be able to add watchers to ticket within Service Desk Portal, see https://jira.atlassian.com/browse/JSD-269

I wondered whether Atlassian had any ETA, or whether the community also considered these lack of features as obstacles. Note i am on Demand.

Ben Arundel · Answer

https://jira.atlassian.com/browse/JSD-270 is a big one.

Elisa [Atlassian] · Answer

Hi Laurence,

Thanks for all the suggestions. These are very important to us specially coming from our customers.

About an ETA time, I'd encourage you to take a look over  [Implementation of New Feature Policy|https://confluence.atlassian.com/display/DEV/Implementation+of+New+Features+Policy] for more information on Atlassian's approach to the development of these improvements.

Please let us know if we can help you any further.

Cheers!