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  1. Jira Service Management Data Center
  2. JSDSERVER-1240

Service Desk collaborators should be able to log work

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Hello,

      Considering the business definition you give of Collaborators, they are likely to be employee not dealing with issues but sometimes working on it.

      As stated in JSD-803, it is a common business practice to track (and bill eventually) the global time spent on a issue by all stakeholders. Restriction on Work Log does not make sense, I suggest it is removed.

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            [JSDSERVER-1240] Service Desk collaborators should be able to log work

            Uwe Schey added a comment -

            We are just testing JSD and realized this gap. It is really a pitty and we might rethink our decision going forward. Not only because of this issue, but mainly because Atlassian does not even want to comment on this issue and either agree on a fix or explain why they are not doing it. That is really a strange behaviour!

            Uwe Schey added a comment - We are just testing JSD and realized this gap. It is really a pitty and we might rethink our decision going forward. Not only because of this issue, but mainly because Atlassian does not even want to comment on this issue and either agree on a fix or explain why they are not doing it. That is really a strange behaviour!

            Tom Jones [Appsvio] added a comment -

            @Dave Truman The cloud version of the app will be available soon, however, this feature is designed on Server/DC only. Please contact us via mail to discuss a workaround. 

            Tom Jones [Appsvio] added a comment - @Dave Truman The cloud version of the app will be available soon, however, this feature is designed on Server/DC only. Please contact us via mail to discuss a workaround. 

            Dave Truman added a comment -

            @Tom Jones, looks like your "Feature Bundles for Jira Service Desk" is Server only, no cloud version?

            Dave Truman added a comment - @Tom Jones, looks like your "Feature Bundles for Jira Service Desk" is Server only, no cloud version?

            Tom Jones [Appsvio] added a comment - - edited

            Hi All 👋
            We've recently released this feature as a part of the Feature Bundles for Jira Service Desk. This is a new app on the Atlassian Marketplace which bundles useful features for your portal, such us permissions for request types (based on Roles, Groups, Language, Time Zone, and Calendars) or customizable announcement banners. Try 30-day free trial!
            In app’s documentation we explain how collaborators can log work with Jira default Time Tracking.
            Do you need more explanation? Please don't hesitate to contact us via our Customer Portal or book a demo session via Calendly. 🖥
            Cheers,

            Tom Jones [Appsvio] added a comment - - edited Hi All 👋 We've recently released this feature as a part of the Feature Bundles for Jira Service Desk . This is a new app on the Atlassian Marketplace which bundles useful features for your portal, such us permissions for request types (based on Roles, Groups, Language, Time Zone, and Calendars) or customizable announcement banners. Try 30-day free trial! In app’s documentation we explain how collaborators can log work with Jira default Time Tracking. Do you need more explanation? Please don't hesitate to contact us via our Customer Portal or book a demo session via Calendly . 🖥 Cheers,

            PhilSpo added a comment -

            We have developers who sometimes assist our service desk agents to fix problems. Its madness that they cannot log their time against the service desk ticket.

            PhilSpo added a comment - We have developers who sometimes assist our service desk agents to fix problems. Its madness that they cannot log their time against the service desk ticket.

            Leirbag Assuab added a comment -

            I was very surprised to discover this lack of feature recently. We're duplicating issues so collaborators can log their work. But this is so inefficient, not only in terms of wasted time, but also in breaking up valuable information along different issues that in other way it would be all together in a JSD issue.

            Leirbag Assuab added a comment - I was very surprised to discover this lack of feature recently. We're duplicating issues so collaborators can log their work. But this is so inefficient, not only in terms of wasted time, but also in breaking up valuable information along different issues that in other way it would be all together in a JSD issue.

            Graziano Liberati added a comment -

            Need this feature!

            Graziano Liberati added a comment - Need this feature!

            Dina Froude added a comment -

            I want to add my vote

            Dina Froude added a comment - I want to add my vote

            Matt orchard added a comment -

            Atlassian, please can you confirm if this is due in a product road map?

            Matt orchard added a comment - Atlassian, please can you confirm if this is due in a product road map?

            Jimmy Fleming added a comment -

            I want to add my vote.  This is important to us.

            Jimmy Fleming added a comment - I want to add my vote.  This is important to us.

              Unassigned Unassigned
              e25b4c61f998 Alexandre H
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                Created:
                Updated: