I'd like to ask how you manage to use JSD as internal service desk? Is it possible to set it as service management / change management process automaton software? I faced few major problems with that:
"Customers" (our colleagues) couldn't edit/change/issue, even correct their own comments. It's unacceptable for SD software, sometimes customer need to create draft (especially if it's CR) and be able to work with it. So the solution is to make everyone agents which is quite expensive and actually customers don't need that much.
Permission control scheme is very simple, you can't set issue read only for agents if it's in some status (like analysis, where only change manager should be able to make transition or correction), you can't hide, make read-only fields for roles/in some status. That makes chaos if agents is not follow strict rules.
Approvals is very simple and not flexible enough (still with bugs), you can't set up approvers based on customer's manager or his location, or components, you can't make it serial, can't even change button names Approve/Decline. Approvers can't add/delegate approval and so on.
So how did you solve it?
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