Questions about JIRA Service Desk

[Andrew Miller]

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

[Rahul Aich [Nagra] · Accepted solution]

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

[Andrew Miller]

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?