several questions

Hey folks,

last week, I presented JIRA Service Desk to our management board after I tested the demo version for quite some time. Now it looks like they want to buy it but bevor that can happen, there are a few last questions they want answered. Unfortunately I can't answer them all so I'm asking you guys for help once again. wink So here are the questions.


  1. Given the situation I create several helpdesks (one for every company we supervise), every registered customer can always check on the issues he created. Now can I set some customers to see all created issues his company created? For example an admin from a customer company wants to see the issues his users created at that specific service desk?
  2. Is it possible to tie actions to the remaining SLA time? For example "send an E-Mail to if the remaining SLA time for this issue falls under 2 hours". If so, could you give me an example for the JQL code? We want some kind of "alarm" if specific SLAs are going critical.


I hope you don't mind all my questions. Thanks in advance. I really hope I get some answers so our management buys Service Desk - I really like that addon. smile


1 answer

1 accepted

Hi Simon,

  1. Currently this isn't possible in the Service Desk portal, as you can only define these permissions in JIRA itself, so the Administrator would need JIRA access, not only Service Desk. There is an improvement request for this purpose which you can access here. We strongly recommend you to vote on this ticket and to add yourself as a watcher to it in order to receive all the updates from this case.
  2. There is also an improvement request for this purpose to make this behaviour native for JIRA Service Desk, but for this case we do have a workaround, which is specified in the ticket description. Please access the ticket here.


Pietro Schaff

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

383 views 1 1
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