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Ideas for service desk / jira implementation

Todd Winton

We have been using jira for 4 years and have recently implemented service desk. We are running into issues with people who are used to submitting issues via the jira interface either forgetting, or just not using the service desk interface to submit issues. The common complaint I get is I have a hard time remembering where to submit an issue.

Has anyone run into this? How have you addressed this?

Accepted answers

Susan Hauth _Jira Queen_

Hi Todd,

The question is answered here: https://jira.atlassian.com/browse/JSDSERVER-1736

Seems if you just remove "create issue" permission from your users, they cannot create issues.

All comments

Susan Hauth _Jira Queen_

Hi Todd,

The question is answered here: https://jira.atlassian.com/browse/JSDSERVER-1736

Seems if you just remove "create issue" permission from your users, they cannot create issues.

Todd Winton

Thanks @Susan Hauth _Jira Queen_

Susan Hauth _Jira Queen_

Actually TOdd, I don't think this works. Might have answered that a bit rashley. Still investigating

Susan Hauth _Jira Queen_

So did a little more digging, and it seems if I make the users only "Customers" role and use the default permissions scheme from service desk, they can't get to the Service Desk project at all via JIRA. Only via the portal. However, I think I'm going to have to put a button either on the top bar (using scriptrunner) to access the portal, or embed it in the announcement banner, as people will forget how to find the portal.