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Can't find the Service Desk configuration

Interne IT_5c1as8

Hello,

we installed and configured Service Desk two years ago. Now i need to make some changes but can't find a place to configure it. It's V. 3.4.1 (Server) currently.

The Documentation tells me to go to Project settings > Request types or Project settings > Portal settings

Problem: our project settings look like the settings of any other JIRA project. Theres no portal settings or request types

The only settings i could find are JIRA Administration > Applications > JIRA Service Desk but they are only a few and not what i'm looking for.

What am i missing out? Help greatly appreciated.

Accepted answers

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Shannon S

Hi there,

In-between Delete Project and Request Types I have a few more options than what you are displaying:

Request types
Customer permissions
Portal settings
Email requests
Customer notifications
Satisfaction settings
Knowledge base
SLAs
Automation

Can you go to Project Permissions, see what group or users have been granted to Administer Projects (at the top) and also check Users and Roles and make sure your user is listed as an administrator?

According to the article for Service Desk 3.4, it says you should be a project administrator in order to make those changes.

Kind regards,
Shannon

Victor Alvarez

The admin user with you have logged in, has a Jira Service Desk license?

Edit the user and verify that the Jira Service Desk chek is marked.

Interne IT_5c1as8

My user is a global JIRA administrator. Additionally in Users and roles i have the role Administrator and Service Desk Team. In Permissions the Project Role (Administrators) is granted every right.

Interne IT_5c1as8

My user has the licenses JIRA Software and JIRA Service Desk

Interne IT_5c1as8

I tried to create a new Service Desk Project to test it there, but it can't be created due to an unknown error. Additionally the entry "Service Desk" isn't present in the top bar of JIRA but i do see it on some screenshots. Might this be an indicator that theres a different error with our installation? Will try to update our Service Desk to the current version.

Shannon S

Can you let us know what errors occur in your Jira application logs when you attempt to create the project? Let us know how the Service Desk update goes.

Kind regards,

Shannon

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