Questions about JIRA Service Desk

Hi;

We are very interested in JIRA Service Desk, but have a few questions. Are any additional plugins needed for full functionality? JIRA Service Desk compatible with custom workflows? Can SLAs be programmed with fields outside of the standard notification fields? Can SLAs be programmed with custom date fields (i.e. enhanced functionality of DueDate versus custom calendar fields, etc.)?

Thanks,

Andrew Miller

1 answer

1 accepted

Are any additional plugins needed for full functionality?

No, jira service desk is the only plugin you will need.

JIRA Service Desk compatible with custom workflows?

Yes, you can. You create a project and apply all configurations and workflows and then configure the service desk to log issues /tickets in that project.

Can SLAs be programmed with fields outside of the standard notification fields?

Yes, SLA are defined on JQL queries. So, if your JQL is valid then you can set an SLA on that JQL

Can SLAs be programmed with custom date fields (i.e. enhanced functionality of DueDate versus custom calendar fields, etc.)?

Again yes. If your JQL is valid then yes.

Rahul



That's great news! I have a couple of follow up questions on setting up email notifications as part of an SLA. Is the functionality part of the plugin? Do I put the email addresses in JQL?

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

387 views 1 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you