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  1. Jira Service Management Cloud
  2. JSDCLOUD-8913

Allow third party team data to be used with service desk projects.

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      Update 27 February 2023

      We have again reviewed this ticket and this issue remains a candidate for our long-term roadmap.  We will not be solving this in the short term due to higher priorities. We will reprioritise this after six months.

      There are Marketplace apps, which may help address this issue, one such app is MindPro Sync.

      Thanks,

      Simon Herd - Principal Product Manager

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      Update 27 February 2023 We have again reviewed this ticket and this issue remains a candidate for our long-term roadmap.  We will not be solving this in the short term due to higher priorities. We will reprioritise this after six months. There are Marketplace apps, which may help address this issue, one such app is MindPro Sync . Thanks, Simon Herd - Principal Product Manager

      Use Case

      It is a common use case that portal tickets requires approval from the reporter's Manager. Reporters currently have to either choose this approver manually or automation rules based on site group membership needs to be configured.

      Third party IDPs that can be integrated with Atlassian Access already provide these team-manager data but we cannot use them yet within the service desk portal.

      Suggestion :

      • Allow third party IDP account attributes to be used within Jira service desk
        ie. User's Manager and Team/Department attributes (see ACCESS-822)
      • Allow approval workflows to automatically use the reporter's Manager and Team data. (see JRACLOUD-73346)

              Unassigned Unassigned
              rmacalinao Ramon M (Inactive)
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                Created:
                Updated: