Is it possible to copy a service desk configuration

We are tracking customer issues in customer specific projects (got a lot of projects) and we are evaluating if we can use service desk.

Given that setting up a new service desk takes a number of clicks, we would like to copy the complete service desk configuration (SLA, Calendars, Forms, ...) starting from some template.

Is it possible ?

3 answers

Hi Francis,

At the moment, there isn't a way to copy service desk plugin configuration. However in terms of migration, you can back up the JIRA, install service desk in the new JIRA instance and add the backup. That is the only way of copying the configuration :(

Hope that helps

Regards

Anand

Would there be a way to copy it ourselves using some scripting ?
Are there any api's available ?

FYI, I have suggested an improvement on script runner built-in 'copy project' script (GRV-575) to add JSD settings as optional parameter.

At the moment I am pretty sure there isn't a way to do it as you will have to dig into the add-on code to do that. Unless you know the classes that they use, which means that you could right a custom script that runs in the background.

You could extract the add-on jar file and ask one of your developer to write you a script that reads the configuration, but by the time that you do this you will have created another service desk config and there is a lot of testing that needs to be done for this and it can get quite messy.

Is this still the same now we are 12 months on?

Anand, thre is no way to clone/copy any project in Jira so any customizations that anybody does to any project have to be hand applied to the next project. Service Desk projects have even more customizations. To set up a few a day is a full time job. We need around 60 unique service desks but we only need a couple of calendars and SLAs.

At the moment I am pretty sure there isn't a way to do it as you will have to dig into the add-on code to do that. Unless you know the classes that they use, which means that you could right a custom script that runs in the background.

You could extract the add-on jar file and ask one of your developer to write you a script that reads the configuration, but by the time that you do this you will have created another service desk config and there is a lot of testing that needs to be done for this and it can get quite messy.

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