Service Desk Sla features using standard issue tracking screens

We like the SLA features of service desk, but prefer to keep using the standard JIRA screens, filters etc to work on our issues.  Basically, as the normal Jira issue/project management setup, rather than use the Service desk interface. Is this still possible in Service desk 2?

1 answer

0 votes
Boris Berenberg Community Champion Apr 24, 2015

Yes it is. The people filling requests will still use the Service Desk UI, and then your agents will just use the JIRA UI.

our agents fill in requests themselves, will they be able to continue to do this through the JIRA UI? We have no use for the Service Desk UI, only the SLA features it offers

Boris Berenberg Community Champion Apr 25, 2015

You would just have them file the issues via the Service Desk UI so that they are created as Service Desk issues. Otherwise you would need to apply the correct value to the Request Type field.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Friday in Jira Service Desk

Are you a Jira Service Desk agent? We want to talk to you!

Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...

164 views 0 8
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you