Jira Service Desk and Jira Software

[Susant Prusty]

Hi All,

We are very new to JIRA service desk, we want to implement JIRA service desk on our existing JIRA software environment, can some one help ?

The requirement is we will have the same JIRA in which we will add service desk capability i.e when I want to create project I should be able to create both scrum and service desk projects.

Is it possible ? cause I see service desk as a different installation? any plugins  ?

Thank you

Regards,

Susant

[Nic Brough [Adaptavist] · Accepted solution]

You have exactly the right idea.

You take your existing JIRA installation, add Service Desk to it, and you will find you can now create projects for Service Desk as well as Scrum/Kanban/Dev.

[Susant Prusty]

Thank you Nic.

Can you please point me to the plugin for service desk URL.

Regards,

Susant

[Nic Brough [Adaptavist]]

Best place to get it is from within your JIRA.

It's not an add-on though, it's an application now.  Assuming you are on JIRA 7+, go to Admin -> Manage Applications, and you should have an option to install it there.

[Susant Prusty]

Thank you so much Nic.

Let me try.

Regards,

Susant

[Andres Orozco]

@Nic Brough [Adaptavist], with JIRA Service Desk 3.0 and above, does it work the same as before where you can 'map' a Service Desk Project to an existing JIRA Software Project to provide a simplified interface for the agents/customers to create tickets?

Thanks.

[Nic Brough [Adaptavist]]

There's no "map".  To get Service Desk on a project, you need to convert the project to a JSD project, but that does not stop you using Software boards and other functions for it.

[Andres Orozco]

What happens to the project's current workflow once it is converted to JSD?

[Nic Brough [Adaptavist]]

Nothing.  You'll want to apply a JSD workflow to the project if you want all the benefits.