View release hub in JIRA (7.0.x) Service Desk project

After upgrading to JIRA 7.0.x with a license for both Software and Service Desk, then creating a new project of type Serivce Desk, there is no Releases tab in the project sidebar.

Is there anyway to recover this option?

Thanks

2 answers

1 accepted

Having raised a ticket with Atlassian support, it seems this is indeed a feature of the split licensing model.

A feature suggestion has already been raised for this, so if anyone else is encountering the same issue, please vote accordingly on https://jira.atlassian.com/browse/JSD-2486 and https://jira.atlassian.com/browse/JSD-3305 

Sorry, I didn't see your previous response.

Yes, Atlassian did this deliberately, because Service Desk projects are for running helpdesks, not doing releases.  Mildly annoying that you can't use it, but it's logical.

Yes, appreciate the principle of the overall logic - if slightly inconsistent in its application - though in smaller teams, where separation of duties is harder, jumping between multiple projects in the way the application of the principle requires adds unnecessary overhead and discourages people from using the tool.

Thanks for the comments and please note, I am not shooting the messenger!

0 vote

Does your Service Desk project have any versions set up?  (Generally, a service desk project doesn't need them, so I'm kind of questioning why you want this?)

Hi Nic

Good check re the existence of any versions in the project as I have noticed that if no versions have been created, then a link never appears in the sidebar for a project. However in this instance, there are versions in the project.

Our reason for having versions in a Service Desk is to assist the change management process. If a normal change (ITIL terminology) is received, it is tracked through a Change Request in the service desk. As part of the process, once the change request is approved, it is scheduled into a version and the team have then have visibility of its progress via the release hub during development/implementation without having to trawl through multiple software projects. It's worth noting that we are not a software development company, but use JIRA as a service desk and tracking the (internal and external) development of primary business systems.

In JIRA 7.x, the functionality around versions appears to have been changed so that Business projects get the basic legacy versions interface, Software projects get the full functionality of the release hub interface, but both interfaces are hidden in Service Desk projects.

Project TypeSidebar Option Sidebar LinkInterface Displayed 
BusinessVersionshttps://jira.example.com/projects/AST?selectedItem=com.atlassian.jira.jira-projects-plugin:release-pageVersions
Service DeskNone-
SoftwareReleaseshttps://jira.example.com/projects/PJT?selectedItem=com.atlassian.jira.jira-projects-plugin:release-pageRelease Hub  

 

It is possible to "trick" JIRA so that users can access the versions interface in a Service Desk project by adding a manually crafted the URL (i.e. https://jira.example.com/projects/SPT?selectedItem=com.atlassian.jira.jira-projects-plugin:release-page) as a project shortcut. However, this is, unfortunately, the poorer sibling of the Release Hub and possibly only available to project admins.

It may be I've hit a feature of the new licensing arrangements. If so I'll log a ticket to Atlassian.

However, as it's possible to allow Service Desk projects to View Development Tools via the permission scheme, I'd rather hoped that there might be a simple solution for versions/release hub especially as we have a license for all three (Core, Service Desk and Software)

Let me know what you think and thanks again

Ian

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