Jira ServiceDesk - Customers and issue collector permissions

Question

We are trying to get the issue collector of a ServiceDesk project accessible and functionnal for our logged (in Jira) customers. The collector is accessible through our webapp

1 - Theses Customers have a Jira Account (as ServiceDesk customers, without licences software or servicedesk)

2 - In the JIRA documentation of the issue collector, I see the user has to be authorized to "Create an issue in the project" to be recognized as Reporter of the issue.  (if not we used a standard reporter user)

3 - After adding the permission "Create issue" for the role "ServiceDesk Customer" (in correct project permission scheme), the collector still not set our user as reporter of the issue.

Is somebody faces the same issue ?

Pedro Fonseca_k09gxe · Answer

Hi Andy,

As I mentioned on my post, I understand the limitations for Service Desk, but if that's the case inform customers of its limitations.

I had to dig into several forums to find the information about the Service Desk Request Type, which would cause the issue.

On the other hand, I made a few more tests and in fact the functionality actually works for Service Desk, but there's something wrong with it anyway, because if I used my user to generate the Issue from the Issue Collector it actually adds my user as the Reporter, but if I use a username from a Customer, which has been granted the permission to Create Issue in this project, I get an error message.

This leads me to think that the Issue Collector only works if the user has a JIRA Service Desk application access, otherwise it won't.

Last but not least, to my understanding, JIRA Service Desk is no longer a plugin, but a product on its own. One might say that because it started as a plugin, the way it was built, has limitations which are complicated to overcome, which I understand.

Thanks for your quick feedback and follow-up and don't take me wrong, I love Atlassian products and manage several of them, and I am aware of the amount of features which are on your plate, but information should be available and it ain't.

Pedro

Andy Heinzer · Answer

Hi Pedro,

Issue collectors in Jira were created before Service Desk even existed.  Service Desk is a plugin for Jira.  It adds addition fields, features, etc.  The fields that would need to be updated in such a Jira issue to make it seen as a true Service Desk request simply are not available to the issue collector to be updated.   It would require a code change to the issue collectors to be able to do this natively.

There are a pair of existing feature requests to add that ability to the issue collector in

* JSDSERVER-1259
* JRASERVER-44337

Both of these requests have been around for 4 and 5 years respectively.  However throughout that time, they have gained less than 10 votes each.  That tends to prioritize their implementation a lot lower than many other features in high demand.   If you're interested to see what the Jira Core Server team and Jira Service Desk Server teams are working on, I'd recommend checking out the updated dashboard on https://jira.atlassian.com/secure/Dashboard.jspa

In the meantime, it is still possible to utilize Service Desk's own automation rules in order to update the request types field for these issues created by an issue collector.  Steps to do this are in Automatically set Customer Request Type When Issue is Created via JIRA.

I hope this helps.

Andy

Pedro Fonseca_k09gxe · Answer

Hi Andy,

Although I can understand this is the way the tool works, why is the issue collector showing up in Service Desk projects if it doesn't fit the purpose?

Or simply inform about what you described?

You create features and make them available, but only work in portions of your products.

Worthless.