Support Requests

[DMTLA]

Hi Support team,

We are DMTLA and we have some concerns about JIRA and Service Desk.

1) We found that there is a detail of all the directories in JIRA https://confluence.atlassian.com/adminjiraserver073/important-directories-and-files-861253886.html but there is nothing about Service desk.
Would you please provide us this information?

2) How can we customize the Style (CSS) in Service Desk?

3) We want to rename Support.dmti to Servicedesk.dmti, and the same in JIRA. Is there any way to rename these URLs without losing the connection between the two URLs?

4) There is a redirect "Help Desk" when we go into My Requests, this redirect goes to http://support.dmti.pub/servicedesk/customer/portals and we want to redirect to http://support.dmti.pub/servicedesk/customer/portals/1

Please see below the screenshots.

[Andy Heinzer · Accepted solution]

Hi Team,

I will try to answer each of your questions:

1. Jira Service Desk is just a plugin for Jira itself. As such there are no other file locations, outside the ones mentioned in that document, that would be only of Service Desk.
2. More recent versions of Service Desk have allowed you to begin to customize the customer portal.  More details on this are in Configuring the customer portal.  However this does not go as far as to allow you to enter your own custom CSS here natively.  There is an existing feature request to allow this in https://jira.atlassian.com/browse/JSDSERVER-1673
3. I am not sure I understand exactly what you are asking in question #3.  Could you please expand on this and clarify.  If I understand you want to have the Service Desk portal accessible on a different URL.  If that is the case, then I would recommend checking out this KB How to customize customer portal URL in JIRA Service Desk Server.   If that does not encompass your request, please explain further what you are looking for here.
4. As for the option to change where you are directed when clicking my requests, this appears to be something that was by design.  As such I have not found a way to customize this specific behavior of that link.  I did find a few different existing bug/feature request tickets on that specific function, please see https://jira.atlassian.com/browse/JSDSERVER-1931 https://jira.atlassian.com/browse/JSDSERVER-2293  It appears that from the comments on that page this was an intention decision in regards to keeping a consistent user experience.

Please let us know if you have any additional concerns.
Andy

[DMTLA]

Thank you very much for your help. Regarding point 3), we're looking for other solutions. 

[Grzegorz Koper]

Hi,

If you are looking for the solution to set customer portal on the custom url on the internet, maybe Customer Care for Jira plugin would be helpful

[Andy Heinzer]

Hi @Grzegorz Koper,

Thanks for the additional suggestion here.  We do appreciate the added input here.  Hopefully the original poster, and other users, will find these replies helpful.

On a side note, please review the Atlassian Community guidelines for marketplace vendors.  When suggesting your own add-on (app) on Community, our guidelines indicate that you should identify yourself as being affiliated with the vendor of the plugin itself.

Thanks again,

Andy