Configure the new Jira issue view for JSD?

[Gil]

Hi.

Does the new jira issue view applies to Jira Service Desk as well?

[John Price]

I just found this after it came up internally here.  After some testing, it looks to me like as of Sept. 2019, the new issue view is still *not* available in Service Desk projects.  If you build an agile board on top of the JSD project, you can see the new issue preview, but f you search for an issue and then view it, the new view is not enabled for JSD issues:

https://somecorp.atlassian.net/browse/NONSD-123 -> new issue view

https://somecorp.atlassian.net/browse/DESK-123 -> old issue view

Maybe Atlassian has yet to enable that because they need to handle the SLA and Service Desk Request side panels?  That's my guess.

[Jack Brickey]

Yes

[Gil]

I couldn't find a way to enable it in JSD.

[Jack Brickey]

Can you share a screenshot of a Jira view you are trying to mimic in JSD?

below is a JSD project. This is seen when using Kanban boards which isn’t all that common with JSD but doable.

[Gil]

Sorry, I wasn't able to provide a screenshot. I have the old view for sure but in jira software I have the new issue view. 

In JSD I don't see an option poo enable it. 

[Jack Brickey]

The new view appears when working with Kanban boards. Do you have a Kanban board set up for JSD project? If you are working in queues and click on an issue you get the detailed issue view not the new view.

[Gil]

I haven't really paid attention if JSD is using scrum or kanban.

The other projects we have in jira software are all scrum.

the JSD is used for support desk to support our tier 2 support teams globally.

When trialling JSD and during the setup process, I wasn't given an option to chose whether JSD will be kanban or scrum.

For JSD, kanban would be much more suitable for sure.

In any case, I don't get the same view as you do.

[Jack Brickey]

sorry i'm not making myself clear. While I'm still learning the new jira issue view, my experience is that there are certain paths to viewing an issue that will produce the new jira issue view and others that will give you the detailed issue view. Even w/ Jira in the new UI if you search for an issue via the magnifying glass and then click the issue you will be taken to the detailed issue view NOT the new bento-box view. If you go to a project in Jira and click on "All issue" or similar sidebar link you will see the new issue view displayed but if you then click on the actual issue key in the new issue view you will be taken to the detailed issue view.

Now w/ JSD, the project view looks completely different and Queues replaces all other links to issues associated w/ the project. In Queues the issue view will take you to the detailed issue view. BUT, if you want the see the new issue view you could 'force' it to happen by creating a kanban board for your JSD project and from that board you will get the new jira issue view.

confusing...i know. :-)