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Suggestion
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Resolution: Unresolved
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229
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2
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Our Service Desk team uses a "pull" model meaning the entire Service Desk team monitors a queue for work and then pulls work to themselves by clicking the "Assign to me" button.
However, if person A clicks "Assign to me", and person B had that issue open, person B isn't aware that person A took the ticket so they will click "Assign to me" and then the ticket will move from A to B. Instead, we would prefer the screen to auto-refresh and/or person B get a warning that "the ticket has changed since you loaded the information" so that this does not happen.
Auto-refresh would also enable the SLA timers to be correctly updated if the user has the issue open for a little while.
Workaround
Consider using Dashboard. The Filter Results gadget has an Update every 15 minutes option.
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[JSDCLOUD-433] Auto-refresh and/or warn user if the ticket has changed
We need this feature to use the full potential of forms! Our use case: When a customer creates a request selecting certain options then forms should be attached (according to the service customers selection when creating the request) so that additional specific information can be gathered. However, when the customer has created the request, no forms are visible for the customer. Only after a refresh of the page the customer sees the form(s) attached. This impairs the whole smooth, don't-make-me-think process. If at least we could add an auto-refresh action to an automation...
For me, I would like the SLA panel in the issue view, to auto-refresh after the priority is changed.
Currently agents have to refresh the page manually
How can this be in 2024? Another basic functionality that Jira Server supportet but Cloud don't...
This appears to be another very popular client request being ignored by atlassian
Is this rolled out to all yet? Where can we see the design for how this is supposed to work?
We are seeing some automatic updates on the issues now. However, I think the behaviour is not consistent. From my testing I note the following;
Issue view
- When another user comments, the comment will appear
- When another user transitions, the status is updated
- When a field is edited, the field updates
- When a form is added, the issue does not update automatically
The status and fields update automatically and if you're not looking you will probably not notice it's been updated. I'm sure it used to display a popup dialog window saying the something had changed.
Adding Forms does not update automatically, which is a problem as we have processes/workflows where either the reporter or assignee is asked to fill in and submit a form in order to allow the issue to progress. The workaround we have is ensuring the automation rules that add the forms also add a comment.
Customer portal view
- When an agent comments, the page does not auto-refresh
- When and agent transitions the issue, the page does not auto-refresh
- When a field is edited, the page does not auto-refresh
- When a form is added, either manually or via a rule, the form does not automatically appear
The lack of refreshing on the portal view is a big problem for us as we have a large number of request where agents or automation rules add Forms to the customer requests. We're dependent on the reporters checking their notifications. Which many are not very good at doing.
Hello
When will this feature be available for everybody in Jira Service Management Cloud?
At the moment, it's quite time-consuming to always refresh the "Waiting for Support"-queue for example manually or if several people are working on the ticket, you always need to refresh manually.
Thanks a lot for working on this feature.
We need this functionality, we cannot have a fluent communication between customer and agent.