How do I set up a a service desk project?

Kristin Edstrom

So there was an option in Jira to create add the service desk option, and my administrator was able to sign up for this feature. I attempted to create a project, but the form doesn't give an option to create a new project specifically for service desk.  How do I create a service desk project? The instructions aren't explicit if a site already exists.

Andy Heinzer

Are you using Jira Cloud or Jira Server?   I ask because there are different things to check next depending on the platform you are using.  If using Jira Server, I would expect that you have a 30 day trial license to let you use Service Desk.  Whereas if you're using Jira Cloud, I believe you can activate Service Desk and only be charged depending on how many users are listed as Agents (ie licensed for Service Desk).

In both environments, you are going to need to be licensed as an Agent in order to have the option to create a service desk project.

If you're in Jira Server:   Try going to the Cog Icon -> Applications -> Versions and licenses.   From here you should be able to confirm that you actually have Service Desk installed on this page and have some license for this product.   If you can confirm these steps, click on the application access link on this page to see what group(s) are being granted the Service Desk Agent role.  Your account will need to be a member of one of those groups to make this work.

 

If you're using Jira Cloud:  Try navigating to the bottom left corner and find the 'switch apps' button (it's the cube looking 9 dots thing) -> Site Administration.  If you're not a site admin, you won't be able to do this.   But basically you need someone that has access to this page to then go to the 'Product Access' link.  From here your site admin can see what products the site has and which user groups are being granted access to a product like Service Desk.