Susan Hauth [Jira Queen] Community Champion

A service desk agent gets notified of new requests by creating a notification scheme in your service desk that notifies "service desk agents" when an issue is created. For managing multiple projects, currently the Service Desk queues are by project only, so a shared agent would have to keep an eye on all the projects. But…

Hi Aimee, At this time there is no ability to restrict by organization/group/users or any other method of request types. THis is a much voted issue ( JSDSERVER-195). We too faced the exact same problem. We ended up purchasing Extension for JIRA Service Desk. Works well, although UI is a bit clunky. Hope that helps and…

HI Brett, I too am having similar problems with the Organization. It seems very unfriendly to JQL. There are a number of issues raised with Atlassian such as not sortable JSDSERVER-4548 and JSDSERVER-5085. I would really like the ability to have jql Organization is EMPTY. :-)

Hi Olly, WE have the exact scenario you are talking about. I worked with Atlassian and came up with a solution where it flipped between In Progress and In Progress 2 whenever there was a comment by the agent and set the SLA to start when entering these statuses. This effectively worked but was very clunky: 1. It requires a…

HI Alex We used the description field to clarify by request type what the priority definition is. We added bold and color hoping our customers would read it.

Scriptrunner has a post function to clone an issue and links in their post function. Works quite well.

That's a great feature request. It's already been logged with Atlassian so I suggest you vote on it: https://jira.atlassian.com/browse/JSDSERVER-1555

I haven't seen a way to do it either with JIRA. I have seen a plugin Elevator that seems to be able to do that. 

Hi Nick, At the moment this is not possible. THere is a feature request: https://jira.atlassian.com/browse/JSDSERVER-93 I suggest you vote on it.

Hi Alex, can you mark this as resolved.

Hi Alex, THis is currently not available, but there is a feature request: https://jira.atlassian.com/browse/JSDSERVER-4580 So vote it up....

Ouch, I'm only importing 30,000

Do you mean field "Customer Request type"? It does exist and can be used in JQL. WHat version of JSD are you on?

Yes agree, very annoying as I'm about to import issues into JSD and have to do a two step move. Move, then bulk edit Customer request types and Organizations. So we had to use Extensions by Service Desk to restrict "raising" of issues to certain user groups, but it still allows everyone to see all the issues. 

When you imported did you set the CUstomer request type? Because without that field populated issues are hidden.

Hi, We have the same requirement. Unfortunately the only way I could resolve it was to use an add-on; Extensions for Service Desk. https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.jsd-extender/server/overview There is a feature request too I believe if you want to vote it up:…

https://jira.atlassian.com/browse/JSDSERVER-1106

It is not currently possible. I believe there is a feature request raised for it.

Under Project Settings - Customer Permissions. Who can customer share requests with? - 3options

Hi Gary, JIRA Service Desk is like an add-on that must sit on JIRA Core (or Software). So you can't segregate them. 

Hi Atle, If you use different issue types for your request types, then you can design the workflow for each of the issue types to assign to a user as part of the post-function workflow. You would need to create a dummy user that represents the "group" of users with perhaps their group email to be the assignee. I"m not sure…

I would recommend that you have different screen schemes for the different issue types that would show only the fields pertinent to the issue type. 

Great....

What is the criteria in your Open Queue? When you say select Done or Rejected is that updating the REsolution or the status of the issue. 

Request Participants are only set in the "Customer notifications" for Service Desk configuration. There is no concept of "Request Participant" in the base JIRA Permissions and notifications

Not that I know of. SOunds tricky

Hi, Could you use permissions so that those users cannot comment?

I need to do something similar and it's been advised to use the REST API. @Nic, working on it with @Antonio at Adaptavist

I've only seen that possibility in Server using Intenso - Extension for Service Desk Plugin. I think it's a much needed base feature for Service Desk. 

I saw a very cool plugin that would do the trick called Elevator: https://marketplace.atlassian.com/plugins/com.sapling.elevator/server/overview