nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

handling user requests with jira software or service desk

Alexander Richter

Hi there guys,

everytime a new colleague starts he has to fill out a lot of papers to get accounts for several systems we are using in our company.

Now i'm looking for a way to do this with tickets. I have a workflow in mind and also the fields and everything i need to configure.

Then there is the jira-service desk which brings all this functionality needed for service requests in jira. But there are the licences that are pretty expensive and no other use-case we could use it for.

Does anybody has best practices to do it without servicedesk? Does anybody already handle user requests with jira software?

Best Regards,

Alex

Accepted answers

All comments

Petter Gonçalves

Hello Alexander,

Talking about prices, I believe you can use even JIRA Core application to request accounts for your systems.

The problem of using JIRA Core or Software application is: It would not be an open Customer Portal as JIRA Service Desk.

You would need to request it internally for every new user or add the users to your application so they can fill their requests. Talking about this second option, you would need a license for each user to allow them to access JIRA and perform their request which would not be a cheap solution depending on the number of users you have.

The main question is: Are you sure that JIRA Service Desk is not an option for you?

I mean, the Agent licenses of JIRA Service Desk will only be applied for the users that will approve and provide the customers with the accounts. The users requesting the accounts would be considered customers and you can add as many as you want without any costs.

Additionally, you can add shared users to Service Desk application on a per-department basis, not needing to create a single user for every person that can provide the same account for a customer.

Please, let me know if the information above makes sense to you.

Alexander Richter

Hi Petterson,

thanks for your answer, totally makes sense to me! I also know the concept of Agents and Customers, the main problem is we would need up to 15 Agents because we have that many internal systems and every system has its own Administrator(s). Then only using it for handling user account requests would be a bit over engineered, as i think.

But you are right, whats missing with jira core would be a customer portal. I thought about using issue collectors and paste them to a prominent place where people then could post their request.