Service Desk Sla features using standard issue tracking screens

[Mark Lock]

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?

[Boris Berenberg]

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

[Mark Lock]

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]

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.