Can-I use a kanban view for service desk ?

I have jira agile and service desk installed on my server. Can-I use the kaban view of jira agile in service desk? If no, do you have any other solution ?

1 answer

We've setup Kanban views with swimlanes that corresponds to Service Desk queues. If you have both JIRA Agile and Service Desk, all you have to to is take note of the Issue filters that Service Desk uses for each queues, and add to the query.

project = "Service Desk Project Name" AND ...

I would create a base filter for the board that just shows you everything that is not closed in the last day, and then query-based swimlanes that correspond to your service desk queues.

The only issue is that you can't see the SLA timers from the Kanban view, but pushing issues through the workflow might be easier.

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