Hi all,

This has been fixed on Server version 3.3.0 I just added the version to fixed version.

Cheers,

We need this feature for the self-hosted Service Desk! - What ticket do you have to track that?

Link has a trailing ".". The following link works for me:

https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy

Hi,

Just to say that

check out https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy

This page is unreachable.

Regards

Hi,

We hear you loud and clear and love your feedback. We wish that we could ship these features even sooner to you!

This was a feature we had known we needed to add to the product as soon as we practically could, but if you would like to learn more about how we prioritise features, check out https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy

Unfortunately some features are much larger in scope than others and even though this feature is simple in concept, it touches various aspects of the core product and user management system. There are many differences in our Cloud and Server offerrings, one of which is user management.

We are definitely working towards a release of the Server version of this capability.

If you would like to try out some of the early milestones you can download them from our Early Access Program page: https://developer.atlassian.com/jiradev/latest-updates/jira-eap-releases/jira-7-3-eap-release-notes/jira-service-desk-3-3-release-candidate-rc02-release-notes

We will update both this issue and JSD-4390 when this feature is available on Server.

Thanks,

JIRA Service Desk team

I am very happy to see constructive feedback. I'll echo Aristedes and say I would love to hear from Atlassian Product Managers. Are they reading these posts and responding through the product road map to what Client's are requesting? This is at the heart of modern development process. There tools have been developed around these principles.

There comes a point where organizations consider other options if there needs are not met. There are always customers that have a passion for your product. Finding those people and forging symbiotic relationships with them allows you to keep your product relevant and I'd like to see this at Atlassian.

Since this thread has devolved into a "what's wrong with ServiceDesk" conversation, I'll add my two cents.

We love JIRA for our development team and it makes sense to use it for customer support as well because there is so much overlap between support and development (in our business). But we spend such a huge amount of effort working around licensing limitations in Jira. I'm not allowed to include customers on any development tasks, so we need a parallel linked SD task. Developers are not allowed to perform actions on SD tasks, only because of licensing.

But note that this isn't a problem for Atlassian who aren't eating their own dogfood. Clearly they have their own unlimited user system because here we are, commenting on a kanban development ticket. Not for the rest of us, relegated to a crippled Service Desk project to avoid licensing rules.

So we install third party plugins for email to avoid some of Jira's licensing. We have our own layer of ScriptRunner groovy to join people together into customers (pulling from LDAP) and make sure all the right people are cced. (Our own workaround to JSD-270). We force our customers to use email and avoid the portal because it is mostly useless.

But we struggle on, because JIRA is such a nice tool for development and we keep thinking "ServiceDesk will get there soon, maybe just one more release". I'm not convinced JSD-270 will solve anything for us since it isn't linked to LDAP, has no API and is per service desk project (not across all Jira). We aren't maintaining 8000 person-company relations by hand.

But the real issue here isn't just being painted into a corner with licensing. It is the lack of communication from Atlassian. A whole thread of people complaining here should bring out the product managers to make a statement, show us some roadmap and listen to people's needs.

@StephanJanssen 

Our company, like most "complaining", wasn't given much of a choice. We all would have been happy as punch to continue using JIRA as we always have paying our fee for unlimited users and automatically making new reporters into JIRA users with limited permissions. That worked perfectly for us. Unfortunately, Atlassian killed that entire concept when they split the services, stopped offering unlimited users, and started pushing heavily to service desk. 

Now we have two crappy choices:

1. Keep using our old outdated JIRAs that have unlimited users but less and less compatibility with other services and tools we use.
2. Implement Service Desk  and be able to support all of our users but be forced to do so with the horribly deficient user management ecosystem that doesn't even let people from the same company see each others tickets.

Why did you implement JIRA Service Desk in the first place?

Well, we weren't given much choice, but I'd love to hear Atlassian's response to that question.

What surprises me most, is all these people complaining about this not being in the initial release and needing this feature instantly. If this is such a huge need, why did you implement JIRA Service Desk in the first place?

"Again I want to stress this feature requires big changes to our underlying user management and permission infrastructure. Both of these aspects are fundamental to how you manage your users and the access control of the system,...."

That is exactly our point.

We can respect that you guys are trying. However, what's most frustrating about this is that this is a need that should have been anticipated from the very beginning of service desk.

It's mind boggling that Atlassian would so drastically change the structure of all of your offerings and push Service Desk as hard as you have without the very basic feature of grouping customers together. 

Atlassian keeps acting like this is some great new feature you are adding and we just need to wait a bit longer but for most of us, it was asinine to have ever shipped Service desk without this feature.

/rant  

Thumbs up Darren!

I understand how frustrated people are. I have been watching this ticket for a very long time. I am also using the server version. Having said that, If you look at the issue referenced above you will see the fix will come in the next scheduled release. (Anytime up to 2 months away)

Having worked on both SaaS and non-SaaS models, alignment between the releases would be artificial. When you control all the environmental factors, it is much easier to push out the release. And in what world should you not have a secondary ticket for a secondary release item.

Am I annoyed that no release date was supplied for such a long period? Yes. However, this is standard practice for many large firms. Rather than rail against their support staff, open a formal complaint. Change takes time and momentum in any organization which I am guessing most people here understand.

If management see this as a major issue, they will treat it as one. I can think of a number of ways to make this point in a constructive. manner. 

This issue is for the Cloud version where it it is in (I have seen it). The issue for the Server version (which I need) is: https://jira.atlassian.com/browse/JSD-4390

Strange since Cloud and Server Versions are not separate products.

IMO it is fixed when the fix is available for Cloud and Server Users.

Why do you close an issue which is fixed only for a fraction of users?

This issue is for the Cloud version where it it is in (I have seen it). The issue for the Server version (which I need) is: https://jira.atlassian.com/browse/JSD-4390

+1 waiting for this too!

Quite a number of your customers are still unhappy - especially with this issue. more than 2 years in the making and you close this issue as "done" when half the customers are not "done" and are still waiting, in addition you don't respond to requests to re-open this. please see your marketing gumpf "award winning customer service". Did you present this award to yourself?

IMHO an issue is "done" when the customer is satisfied or as satisfied as they can be. Quite a few on here are still asking and hearing silence and are unsatisfied.

we're not asking for it to be released today. we're asking for a very simple timeline when we might expect it. this year? Q1? Q2? H2 2017?

the fact that you haven't been able to provide one date throughout the life of this ticket as to when it may be delivered, its a bit much to expect one now. speaks volumes for your customer service, and project planning, which are not as the marketing people would suggest in my experience.

Dito!

same here

+1 exact same situation here... an ETA for release 3.3 would be nice

When is this going to be available for Server?

I am awaiting this before going live with JIRA Service Desk. The final excruciating step

Is there any ETA on the release of this for the Server release of SD? 

hope Atlassian resolve this JSD-4390 ticket soon without keeping it open for long period .

it will better if they can close JSD-4390 & reopen JSD-270

That's a novel way to trick 1000+ users into believing an issue is fixed when it isn't, well done Atlassian.

I agree with hartmut.ludwig

JSD-270 does not explicitly mention that this is for Cloud version.
Unfortunately Atlassian has a habit to resolve Issue even it is partially resolved.

I just hope that everyone that voted on JSD-270 will take a bit time and vote on JSD-4390 once more even they are Cloud users.

+1 Still not fixed for all platforms. What server release will this be in?

Please keep this request open as it also include delivering the feature to the server version! (And as a lot of people say, I won't be surprise if the majority of us needing this feature are actually server users...)

And btw we are still waiting for an ETA...

+1 for reopening the ticket

Hi,

this functionality request was never intended to be cloud-only, most people here are waiting for it in the server version since a long time, please reopen.

@Attlasian,

if this is the case you should have open the case separately for cloud & server version, it will be better if attlasian confirms on the availability of the same for Server version ...

+1 for reopening the ticket

Hi Attlasian,
Can you open this issue, because it's doesn't resolve for all !!!

Hi Tim,

That's a bad decision to create a different issue for the same Problem.
Someone at Atlassian has decided to close JSD-270 prematurely even though it is obviously not fixed for the majority of the users.
Now we have JSD-4390 as an issue that seems to be only a few days old and has less then 100 voters. That does not reflect the fact hat > 1300 are waiting to get this fixed for almost 3 years now.

Best Regards
Hartmut

Hello,

We have created JSD-4390 to track adding customer organizations to the server version of JIRA Service Desk. Please follow that suggestion for updates.

• https://jira.atlassian.com/browse/JSD-4390

Cheers!
Tim | Atlassian

CC laurens.coppens1356736127 a.demesquita support838 kazimierz.bojko

When will this be available for the server version?

When we have for a lot of years internal (or external) customer organizations who are using hundreds of projects with SLA (before it was Vertigo SLA) and who are using standard JIRA UI with all features, we need to be able to disable Customer Portal to continue only with SD SLA.

I am looking into it - follow JSDCLI-17.

In the last few days has anyone figured out how to bulk change tickets to retro assign the organization? We have thousands of tickets to update.

Do we have an indication as to when this feature will be available for the server version?

Hi All,

This is a great addition to Service Desk, and is making things much easier for us - thanks for listening!

As per javajoe's request, I too would have loved to bulk update tickets with an Organisation, but sadly this wasn't available so I added them individually. Not so bad for quantity, only 60 or so, but each edit results in an email which I would rather have avoided.

The other element that would make this much more usable for us is the ability to order query results and service desk queues by Organisation. I would love to hear if this is on your radar, or if there's a workaround.

Cheers

How do we assign an organization to ALL of the existing tickets? One at a time is going to take a long time. There is no option for bulk edit, is there some other way to do this with a few clicks rather than one at a time?

I have created a test organization and added three test users to it. When I log in as one of the users, I am unable to see the issues shared within that organization. This issue occurs with both preexisting issues changed to include the organization and issues created since the release of this feature for JIRA Cloud. Is anyone else having this issue?

Organisations have been added to my site which is great news.

However, it's usefulness is being limited dramatically by the lack of ability to search the request list fully.

You can search for issues using content in the fields that display on the customer portal (Key, type, requester, summary etc), but you are unable to search via custom fields within the issues themselves.

Is this a feature already on the radar or should I create a new suggestion?

For everybody commenting in the case:
I started watching this case about 1 year ago.
I just counted my notifications and I have 458 emails from comments made in this case.
Out of all those comments I can count on two hands how many notifications where actual updates and information about the feature.

I don't see the point i adding comments like "we have a need for this feature too" - That is what watching and voting is for.
Please also note the comments about the release of this feature and what type of instance and version it is released on.
The last few weeks has been nothing but confusing comments about not finding a feature, because people are using a server version, or hasn't upgraded yet.

As of this moment the case is being watched by 871 users. Every single comment in this case results in an email notification to every single watcher.
I apologies for added to the long list of comments, but my inbox is cluttered enough as it is, so I appreciate it if people could be a bit more conservative about the comments.

Thank you

Hi,

As JIRA admin i dont have an option Add organizations in the Customers list.

As JIRA admin i dont have an option Organization management setting in > Applications > JIRA Service Desk Configuration.

It seems like it is not available on Cloud.

Does all these mean that the feature will be available on Atlassian Support portal too?

If I understand correctly the customer will only be able to select share with the organisation they belong too. So as long as they don't exist in multiple organisation (if that's even possible) they will only be able to see themselves as an option.

3. When you attempt to create a new ticket there is a drop down to share this ticket with an organisation (default) or can select a private ticket.

In our case, when a customer belong to an organization, he must be able to check share or not with his organization(s). Our supports teams and our company don't want that an organization can know which other organizations our company work with (as they may be competitors)!

Hi all,
 
Regarding shipping to cloud and not server, in general, we do ship to Cloud first - and this is something we will continue to do - as there are far fewer permutations to test and QA on our Cloud infrastructure. It's not that we don't want to provide the functionality to server customers, rather, we want to provide the capabilities as soon as they are ready - and in general they are ready for Cloud much sooner than Server. Customer organisations will definitely be available for the next major feature server release. We don't have an ETA for the next server release but historically major feature releases for server are built every 3 months.  
 
And for our cloud customers who cannot find the functionality yet, it is taking time to propagate out across all customers and should land on your instance very soon! 
 
Vincent

ryan.clamp1 If you are an agent and also a member of at least one organization, you should see the 'share with' drop down when raising a request. For 'raising on behalf of', you will always see the drop down with the organizations the person you chose is in, so we avoid agents sharing with wrong organizations.

Agents can also share requests with any organization using the 'share' link (customer portal > request page) or using the Organization field in the JIRA issue view.

Customers can also share with other organizations from the customer portal depending on you security options.

robert.nolan That's right. All instances will have the feature in the next 17 hours max.

I assume it should be across all instances. I have attached a screen grab of the top of my customers list. See if that matches yours.

We're on the Cloud version and user is within Service Desk Team - but do not see the Add Organisations *option in top right of Customers - only *Invite Customer. Is it taking time to propagate out across all customers or should this be available to everyone right now?

In your Service Desk project, go to Customers. In the top right you will see Add Organisations. Click that and add a name and should then appear in the list of customers. The fiddly part (unless a better way) is getting the existing customers in the group as only way I see is to re-add the email's in when viewing the organisation.

Ah, no I believe this only to the Cloud Instance currently. See some comments further up the chain.