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Can't create a service desk for an existing JIRA project

Matías Knell

Hello,

I've been trying to set up a service desk for an existing project in Jira Cloud but haven't achieved it. I can create a Service Desk project from scratch but not with an existing project.
I've read A LOT OF posts regarding this issue but nothing seems to work for me.

I'm the owner, I have all the permissions required needed, the permission scheme is okay too but I still can't see the option to create a service desk in the project I'm in.

I've also tried to see if something's wrong with my session, tried to do the same in incognito mode but is still the same.
Please, any help is appreciated. I'm driving crazy!

Thanks in advanced.

Accepted answers

Nic Brough -Adaptavist-

You don't "create a service desk", you change the project type from Software or Business to Service Desk. Have a look at the project admin screen.

It's very different looking if you're on Cloud or Server, which are you on?

All comments

Nic Brough -Adaptavist-

You don't "create a service desk", you change the project type from Software or Business to Service Desk. Have a look at the project admin screen.

It's very different looking if you're on Cloud or Server, which are you on?

Matías Knell

Hi Nic, thanks for your answer.

As I mentioned, I'm working on Jira Cloud.
I tried that and I was able to see the project as a Service Desk project but I also need the Jira Software project.
If this is the only solution, how am I supposed to create sprints and do the things I can do in a Jira Software project?

Thanks,

Jack Brickey

@Matías Knell, I’m rather confused about your goal/approach/expectations. Jira Service Desk is a different application than Jira Software. I’m guessing you know that. JSD is as different as it is similar to JSW. You do not use JSD project for software development and there are no Scrum boards for JSW. Similarly you don’t use JSW (generally) as a service desk tool. At least you wouldn’t if you have JSD. So the bottom line is that you create different projects for different purposes. JSD projects for helpdesk purposes and Software projects for development purposes. So if you followed Nic’s instructions and moved your software project to be a service desk project and that isn’t what you wanted then you can either move back or create a new software project.

Matías Knell

Hi Jack, thanks for your answer.

I'm sorry if I can't explain well what I'm trying to do.
What I want is this:

https://confluence.atlassian.com/servicedesk025/how-jira-and-jira-service-desk-work-together-754977568.html

How can I link a service desk project with a jira software project?
I've tried a lot of things but still can't achieve it.

Thanks for your help.

Michael Aniskovich_il0634

Hi. I know this is an old thread, but I was wondering the same thing. We've been operating a Service Desk project in kanban. But now, we are switching from kanban to scrum, as business needs dictate. So, I will be creating a new scrum project. HOWEVER, we want to keep the existing Service Desk because our customers are familiar with it. My approach to this-- given that we can't add a SD portal to a scrum project-- is to build an automation rule that will take every SD submission and move it to the new scrum project. Suboptimal, but that should get the job done. We don't want to cause confusion for our customers who are already very comfortable with our SD portal, and just because we're moving to scrum doesn't mean we won't have service tickets. We also prefer not to give our customers access to our scrum board. AFAIC, this is a drawback for Jira software projects. I would say that most if not all software projects need a better way for customers to create tickets.

Nic Brough -Adaptavist-

My 2d worth is that Scrum is not a suitable method for running a Service Desk.

Scrum is essentially a time-box, you commit to dealing with things in a timebox (sprint) and you do not look at any other incoming work until the end of the sprint.

This means that people could be raising help requests on the first day of the sprint, and no matter how urgent they are, they will not be looked at until the next sprint planning, which is going to be one or two weeks away, possibly more.

Your proposal to move issues from a Service Desk project to a Software (scrum enabled) project is not going to work either. If you move an issue from a service desk project, you lose the channels to communicate with the people who are raising the requests, the request part of it will be deleted, and it will look like you have deleted your customer's requests (because you have),

Technically, the best thing to do would be to create a software project with a Scrum board that includes the Service Desk project.

But the best thing you can do is not try to do Scrum in a support environment. Your "business needs" are basically wrong, and you should be telling the business that they should not be trying to impose Scrum on a support team.

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