Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Question on how to use Jira Service Desk for our use

Hello,

We are trying the Jira Service Desk Production and it checks a lot of boxes but I am looking now on how I can configure a project to get these things:

1. Support plan management

In our company, we have 3 support plan and I need to have it in Jira SD. Where do you suggest me to create this information ?

2. Assign a support plan previously created to an organization

Is it possible and if yes how, to assign a support plan to an Organization ?

3. Assign SLAs per support plans previously created

Each support plan has it own SLA (for example, on our Professional Support Plan, we have a max answer which is 1 hour on priority high on tickets). How can I configure that ?

4. Assign elements or assets to an organisation

In our system, our clients have several projects and each project will contain one or more environment (example: project 1 contains Dev, Pprod, Prod as environment). Is there a way in Jira Service Desk to define this with dependencies ?

5. When creating an incident, allow the client from an organisation to select project or environment

When a client reports a bug or open a request on our actual system, we have to add information about the project and the environment manually (ZENDESK).

Is there a way on Jira SD to give the chance to the user to get a drop down list with all Projects, and when he selects a project, to automatically get available environments ?

 

Thanks in advance for your answers.

1 answer

Hi @Aymeric Mathéossian 

Maybe you need a tool that lets you set SLA for different projects? I mean set SLA Timer not only for tickets from Service desk, but for issues from Jira Core or Jira Software)?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

241 views 1 6
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you