how to create a simple jira service desk ?

Question

Hello,

i have bought a jira service desk licence, but i don't understand where to modify the formula for my customers. The customer has a link "report a system problem" but impossible to find this screen or system of screen in the configuration.

I have put another language, some texts are traduced, other are not.

is it possible to have help ?

Thanks

Emmanuelle Arthaud · Answer

ok thanks for this quick answer.

i discover the whole panel of configurations and read tutorials since some days.

Nic Brough -Adaptavist- · Answer

Service desk is an extra layer on top of a JIRA project.

You set up a JIRA project as an SD project and it works the same as a JIRA project for your "Agents", but has some extra things in it.

For a customer, it looks very different.  They see only the "portal", which is a very simplified (and mapped) view.

When a customer uses the "report a system problem", they should land on the portal, which lets them raise "requests".  A request is a JIRA issue for the agents to work with, with details not shown to customers.

The main thing here is that I suspect you need to look at the portal configuration.  Log in as an agent/admin and go to the service desk project administration.  You should find links to portal configuration, SLA setup and so-on.