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Question on how to use Jira Service Desk for our use


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)?

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