Are service desks associated with particular projects?

[Dave Stewart]

I am trying to figure out the best way to make use of service desks.

I see that a service desk is a project but it appears to be linked to projects in some way as well and I am wondering how this occurs. Also I noticed a note somewhere that indicated a particular service desk was shared by 1 project, implying it can be shared by more than 1, how is this done?

Can I get aggregate reporting across all service desks if I have a one to one ratio between service desks and projects?

Thanks.

[Peter Van de Voorde · Accepted solution]

Hi Dave,

You could ofcourse always just use a dashboard with a bunch of gadgets based on cross project JQL filters to get your reporting. It might not give you all you need, but it can already provide a lot of information.

Best regards,

Peter

[Dave Stewart]

So are you saying by using the JQL reporting I could get statistics on all service desks in a report if I have three projects, 1, 2 and 3 as well as 3 service desks, s1, s2 and s3? If I needed to see incidents for all three service desks and sla information?

[Peter Van de Voorde]

Yes, the sla information is in custom fields and everything is in basic Jira projects, so it's possible to query it through JQL.

[AlaA]

Hi Dave,

This currently is not p ossible, however there is a feature request regarding this here:

• https://jira.atlassian.com/browse/JSD-52

Vote for the request, and add it to your watch-list to receive updates on the ticket.

I hope that helps.

Cheers,