shihab Atlassian Team

Thanks again for your feedback and support! We're always listening and we do see the feature requests and bug reports that come in. While we won't have immediate solutions to all the asks, I want to thank you again for raising it on our radar. I've tagged my team internally so the most appropriate product lead can connect…

Hi Gabriel, Are you looking to do a "quick search" for a text query across multiple sites or are you wanting to query across sites using JQL / "advanced search"? This isn't possible at the moment but I'd love to learn more about what you are trying to do. I've found some docs that can help you link an issue on one site to…

Hey Jon, I would expect for all the issues I had before installing Service Desk to not be evaluated and therefore neither breached nor succeeded When you enable Service Desk for a project, it creates some SLA rules out of the box to help get you started. This could be why your existing issues may have appeared as breaching…

Hey Jon, I hoped that once the SLA calculation was done I would be able to see reports for issues we had solved in the past based on our current SLA goals. There are two places where SLA calculation is evaluated in JIRA Service Desk: * The time elapsed between SLA events (eg. time between "issue created" and "resolution…

Hi David, It's currently not possible to configure custom start or end dates for SLAs. We have an open feature request for this: https://jira.atlassian.com/browse/JSD-81 I encourage you to vote on the issue and watch it for future updates. In the interim, a possible workaround you can try is to define a separate queue for…

Hi David, A couple of ways we have seen customers take people to the portal: * Set up well known URL redirects - for example http://go/it maps to the IT Service Desk customer portal * If you are using Confluence you can link out to the customer portal or directly to the request form - for example, you could have a page…

Hi Fabrizio, Currently it's not possible to create links back from Service Desk to the Confluence KB in the top navigation bar. You can configure a link back to the Confluence KB in the request type landing page - for example in your Customer Portal description or Request Type description you can use wiki markup to define…

Hi Fabrizio, Would you like people to be able to navigate to the Confluence space directly from the customer portal or from the Service Desk queues screens? Cheers, -Shihab

Hi, We have an open feature request for to allow customers to see any other requests made by those belonging to the same organisation: https://jira.atlassian.com/browse/JSD-270 "He also must be able to assign tickets to any of his/her company member." At the moment there is no concept of customer "assignment". In our…

Hi John, Although Service Desk 1.1 does support calendars which allow you to define your working hours, it's not possible to set an SLA target to a specific time (like end of next business day). You can raise a feature request for this on jira.atlassian.com so that others with the same need can vote on the request. Cheers,…

Thanks for this feature request! A few other customers have raised similar requests on our public issue tracker: * https://jira.atlassian.com/browse/JSD-62 * https://jira.atlassian.com/browse/JSD-36 * https://jira.atlassian.com/browse/JSD-34 We are thinking about providing a role like you described so that you can easily…

Hi Jon, We're actually implementing a feature for JIRA 5.0 that allows you to hook in links from other systems - including Confluence :) We'll also be updating the "Insert JIRA Issue" button so that it automatically creates the remote link in JIRA when you refer to an issue in Confluence. Cheers, -Shihab

Hi, Using the Customer Portal in JIRA Service Desk, you can only see a list of requests that you yourself have created. Using the JIRA Issue Navigator interface (Issues > Search for issues) you can search for issues an find all issues where the reporter is the boss that's on leave. Cheers, -Shihab

Please watch and vote for this feature request: https://jira.atlassian.com/browse/JSD-330

Hi Eric, There is also an open feature request for what you've described. The Service Desk team is looking in to how best to implement this sort of restriction. https://jira.atlassian.com/browse/JSD-62 I encourage you to vote on the issue and watch it for updates. Cheers, -Shihab

Hi Claire, You can add the "Attachment" field to the request type form: This will allow users to add an attachment when they create a service desk request. Cheers, -Shihab

Hi Yassine, This is currently not possible with JIRA Service Desk but we do have an open suggestion on our issue tracker: https://jira.atlassian.com/browse/JSD-143 You can vote for the issue and add your own suggetions as comments. Thanks! -Shihab

Hi Sergio, Unfortunately at the moment SLAs cannot be shown on the customer portal. Could you give us a bit more background into how and why you would like them displayed to the customer? Should they see all SLAs? Would there be an SLA on your customer for getting back to you? Cheers, -Shihab

Hi Steven, You can define SLA goals on certain sets of issues using JQL. In your specific example, you could define an SLA goals like so: * duedate is empty => SLA Goal: 24 hours * duedate is not empty => SLA Goal: No Target This would mean that any issue that had a Due Date set would not have an SLA applied to it. For…

Hey Vidic, You can use SLAs withing JIRA Service Desk without needing to create a customer portal, queues or reports within JIRA Service Desk. Unfortunately you will need to reacreate the the agreement types and times from VertygoSLA to JIRA Service Desk's timers and goals. Cheers, -Shihab

Please watch and vote for this feature request: https://jira.atlassian.com/browse/JSD-330 We don't recommend updating the translation keys manually as this is a fragile approach. If you do need to use this approach to urgently change the text, please keep in mind that you will need to update the text every time you upgrade…

Hi Steve, There is a feature request for this on: https://jira.atlassian.com/browse/JSD-37 You can watch this issue for forther updates. Cheers, -Shihab