A service desk project changes the way a project works.
You can take an existing Software project and change it to a Service Desk one, and your boards and settings will work the same way, but you'd need to make all your developers into Service Desk agents to enable them to continue to work in there.
Service Desks don't really lend themselves to being a way to manage software development.
What I would do is a little different: Set up a service desk project and make it usable for the end users to raise what they need. Agents then triage, deal with what they can, and identify the 2nd/3rd line resources needed if they can't deal with it. When they identify an issue that needs to go to development, then they can use the "create linked issue" option to punt something over into a development project. (Needs latest version of SD installed though)
Yes, I understand how you would do it but it comes back to use of JIRA help desk I think. At least for my company needs (We are very few so the agents and the developers are the same people).
Thank for the answer I'll try to find out how to resolve this issue so that people can refer to it!
Sorry for the delay, I had a problem in confluence where the writing box could not load and I’m new so i don’t have the right to answer more than 2 times a day.
Introduction This article will give insight on how a small software development department implemented Atlassian products to enhance and streamline the business process. The privately held company h...
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