• Does JIRA Service Desk (JSD) work in a WIN SVR 2012 R2 operating system?
  • Does JIRA Service Desk (JSD) support Oracle 12.1?
  • If JIRA Service Desk is part of another system (System A) and a System A user accesses that system and reports a Problem (populating data tables used by JSD), is that individual reporting the problem considered an "agent"?  Or are agents considered to be users who have active accounts (e.g. Help Desk or programmers)?

2 answers

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The JIRA Service Desk is just an add-on of JIRA so it entirely depends on what JIRA version do you have. Take a read here (https://confluence.atlassian.com/jira/supported-platforms-207488170.html).

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Gabrielle covered the first two.

The third question is worrying - "populating data tables used by JSD" implies you might want to write data to the database outside JIRA.  Don't.  It won't work and you'll break it.

If you are just questioning the licence scheme, for JSD, there are three types of user:

  • Agents - are the people who do things in JSD, they answer calls, respond to users, do first line support and keep the issues updated.
  • JIRA Users - are normal JIRA users, using it for issue tracking.  They are NOT active in JSD projects (although they can be invited in as "collaborators" when an agent needs their help).  Agents are also JIRA Users.
  • Customers - have an account that is little beyond an email address.  All they can do is use the front-end of JSD for reporting and viewing issues they raise
  • Are programmers, who respond to assignments by Help Desk viewed as agents or JIRA users - collaborators ?

 

No. Only Agents respond to JSD issues. They can invite collaborators in to help, but those people are not Agents, and they don't get full Agent abilities just because they're invited in.

Remember that there have been changes in the model of licencing between JSD 1 and 2. Also between JSD 2 and 3 the role of Collaborator has been replaced with Service Desk Team role to refer to the users who will help resolve an issue.

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