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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)

            [JSDCLOUD-8913] Allow third party team data to be used with service desk projects.

            Simon Herd (Inactive) added a comment -
            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

            Simon Herd (Inactive) added a comment - 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

            Eduardo Oliveira - Mindpro Apps added a comment - - edited

            Hi all,

             

            I am happy to share with you one more solution that may help you to achieve this goal (or complementary need of your company) - MindPro Sync, a new Marketplace app, where you can integrate OKTA, Azure AD, or OneLogin with Jira and JSM. 

             

            With this integration, you can:

            • Connect JIRA and JSM with your favorite Identity Provider (OKTA, Azure, or OneLogin);
            • Select and map user attributes to be displayed in Jira issues or JSM requests (and portal), making ticket resolution faster;
            • Use user attributes information from read-only custom fields to create JQL queries, filters, dashboards or to connect with other apps;
            • Choose to display data for the issue Reporter or Assignee;
            • Show user reporting hierarchy in Issues and JSM requests to facilitate escalation and approvals;
            • Automatically assign approvers based on user hierarchy.

             

            Give a try for free: MindPro Sync

            Check the app documentation: https://mindpro.atlassian.net/wiki/spaces/MAP/pages/1700298761/Mindpro+Sync 

            Learn more at: mindproapps.com

             

            Eduardo, 

            MindPro - Atlassian Marketplace Partner

            Eduardo Oliveira - Mindpro Apps added a comment - - edited Hi all,   I am happy to share with you one more solution that may help you to achieve this goal (or complementary need of your company) - MindPro Sync , a new Marketplace app, where you can integrate OKTA, Azure AD, or OneLogin with Jira and JSM.    With this integration, you can: Connect JIRA and JSM with your favorite Identity Provider (OKTA, Azure, or OneLogin); Select and map user attributes to be displayed in Jira issues or JSM requests (and portal), making ticket resolution faster; Use user attributes information from read-only custom fields to create JQL queries, filters, dashboards or to connect with other apps; Choose to display data for the issue Reporter or Assignee; Show user reporting hierarchy in Issues and JSM requests to facilitate escalation and approvals; Automatically assign approvers based on user hierarchy.   Give a try for free: MindPro Sync Check the app documentation: https://mindpro.atlassian.net/wiki/spaces/MAP/pages/1700298761/Mindpro+Sync   Learn more at: mindproapps.com   Eduardo,  MindPro - Atlassian Marketplace Partner

            Jason D'Cruz added a comment -

            Hi All,

            I've reviewed this ticket and this issue is 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.

            Thanks,

            Jason and the Jira Service Management Team

            Jason D'Cruz added a comment - Hi All, I've reviewed this ticket and this issue is 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. Thanks, Jason and the Jira Service Management Team

              Unassigned Unassigned
              rmacalinao Ramon M
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                Created:
                Updated: