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We have been using jira for 4 years and have recently implemented service desk. We are running into issues with people who are used to submitting issues via the jira interface either forgetting, or just not using the service desk interface to submit issues. The common complaint I get is I have a hard time remembering where to submit an issue.
Has anyone run into this? How have you addressed this?
Hi Todd,
The question is answered here: https://jira.atlassian.com/browse/JSDSERVER-1736
Seems if you just remove "create issue" permission from your users, they cannot create issues.
So did a little more digging, and it seems if I make the users only "Customers" role and use the default permissions scheme from service desk, they can't get to the Service Desk project at all via JIRA. Only via the portal. However, I think I'm going to have to put a button either on the top bar (using scriptrunner) to access the portal, or embed it in the announcement banner, as people will forget how to find the portal.
Great idea! I think I will add the button to the top bar. Another issue is agents submitting on behalf of customer and not populating customer request type, but I think I will setup automation so that if it is not populated to populate it.
This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.
Read more...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...
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