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  1. Jira Service Management Data Center
  2. JSDSERVER-152

Use JIRA Service Desk on a mobile device (mobile site, native app)

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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 Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      There are many situations where you want to use JIRA Service Desk on the go.
      There are different scenarios from the customer and support site so you will need both a mobile optimised service desk and a native mobile app.

      The existing JIRA mobile interface doesn't capture all the needs. It's also a different user experience if you compare it with service desk.

      As a customer i want:

      • Track the progress of my issues
      • Create new requests
      • Comment on my issues
      • Upload a photo of a defect
      • Search the knowledge base

      As a support agent i want:

      • Don't print the issue to have all details of the issue with me
      • Change the status of the issue on the go (workflow)
      • Create new requests or sub tasks
      • Upload a photo of a defect
      • Search the knowledge base

      That are only a few of my thoughts.

      The JIRA mobile interface is actually really basic for service desk users.
      I know there are many JIRA apps on the App Store but an official app from Atlassian for JIRA Service Desk Customers would be good deal.

      Atlassian Update – 02 Feb 2021

      Hi everyone,

      This is Charlie from the Jira Service Management team. I'm pleased to let you know that we have released support for Jira Service Management (JSM) in our Jira Server mobile apps (Android & iOS) as part of the Jira Service Management 4.15 release.

      You’ll need to install the latest version of the Mobile Plugin for Jira from Atlassian Marketplace, or upgrade to Jira Service Management 4.15 or later, which includes the plugin out of the box.

      We will continue to add further JSM functionality to the apps over the coming months.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Atlassian Status as of September 30, 2020

      Hi all,

      I’m pleased to let you know that we’ve officially started the Beta program for Jira Service Desk support in the Jira Server app (iOS & Android)

      Agents can now transition requests through their workflows, view Jira Service Desk projects and issues, comment internally and externally, and more. We will continue to add further Jira Service Desk functionality over the coming months.

      Please refer to our documentation for more details on how to enable and access Jira Service Desk on your mobile device.

      You don’t have to sign up for our Beta program—it’s available for everyone and we would love for you to share your feedback by shaking the app, or joining the discussion on our community post. So, go ahead and try it out!

      Charlie, JSD Server Team

       

      Atlassian Status as of June 11, 2020

      Hi all,

      I'm pleased to update this ticket to 'In Progress'. The Jira Service Desk team is actively working on supporting JSD issues and projects within the Jira Server apps on Android and iOS.

      Charlie, JSD Server Team

       

      Atlassian Status as of March 13, 2020

      Thank you all for your comments and suggestions on the ticket.

      Though there has been delay on this, we want to let you know that making JSD mobile available is of high priority to us and on our short-term roadmap. Please watch this space for more details.

      Mandeep, JSD Server Team

       

            [JSDSERVER-152] Use JIRA Service Desk on a mobile device (mobile site, native app)

            Jennifer Martin added a comment -

            Can I print from the mobile app? I can't seem to find it.

            Jennifer Martin added a comment - Can I print from the mobile app? I can't seem to find it.

            Todd Thomas added a comment -

            Now it looks like @Jim Gog is posting spam.

            Todd Thomas added a comment - Now it looks like @Jim Gog is posting spam.

            Todd Thomas added a comment -

            It looks like @Jay Smith's account is spam and needs to be deleted.

            Todd Thomas added a comment - It looks like @Jay Smith's account is spam and needs to be deleted.

            Charlie Marriott added a comment -

            Hi 048101b57878,

            Thank you for your message and apologies for the delayed response.

            The JSM features within the app are primarily focused on solving the needs of Agents, so your hunch is correct.

            From a customer perspective the best place to access features like the help center and portal on mobile is currently through a mobile web browser. Unfortunately we don’t have plans in the short-term to add this functionality within the app, however we’re looking into improving the mobile web experience.

            I have created a new ticket to track this specific request though (JSDSERVER-7026) - it would be great if you could leave your vote and a comment there about your requirements, as the feedback is invaluable when picking up top suggestions!

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Hi 048101b57878 , Thank you for your message and apologies for the delayed response. The JSM features within the app are primarily focused on solving the needs of Agents, so your hunch is correct. From a customer perspective the best place to access features like the help center and portal on mobile is currently through a mobile web browser. Unfortunately we don’t have plans in the short-term to add this functionality within the app, however we’re looking into improving the mobile web experience. I have created a new ticket to track this specific request though ( JSDSERVER-7026 ) - it would be great if you could leave your vote and a comment there about your requirements, as the feedback is invaluable when picking up top suggestions! Kind regards, Charlie Jira Service Management, Server & Data Center

            Norman Mähler added a comment - - edited

            Hi Charlie and the Atlassian Team, hi all contributors,

            thanks for this great development. I just tested the new features, but it raised some questions:

            After logging in with the current app (tested both, Android and iOS) and the current Version of JSD and the mobile plugin for Jira I did not find the section where I, as a customer, can 

            • Create new requests
            • Comment on my issues
            • Upload a photo of a defect
            • Search the knowledge base

            as originally suggested by Tim Eddelbuettel.

            Did I miss something or does the app, by now, only support functionalities for Service Desk Team members?

            Thank you a lot in advance!

            Kind regards,

            Norman

            Norman Mähler added a comment - - edited Hi Charlie and the Atlassian Team, hi all contributors, thanks for this great development. I just tested the new features, but it raised some questions: After logging in with the current app (tested both, Android and iOS) and the current Version of JSD and the mobile plugin for Jira I did not find the section where I, as a customer, can  Create new requests Comment on my issues Upload a photo of a defect Search the knowledge base as originally suggested by Tim Eddelbuettel. Did I miss something or does the app, by now, only support functionalities for Service Desk Team members? Thank you a lot in advance! Kind regards, Norman

            Charlie Marriott added a comment -
            Atlassian Update – 02 Feb 2021

            Hi everyone,

            This is Charlie from the Jira Service Management team. I'm pleased to let you know that we have released support for Jira Service Management (JSM) in our Jira Server mobile apps (Android & iOS) as part of the Jira Service Management 4.15 release.

            You’ll need to install the latest version of the Mobile Plugin for Jira from Atlassian Marketplace, or upgrade to Jira Service Management 4.15 or later, which includes the plugin out of the box.

            We will continue to add further JSM functionality to the apps over the coming months.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 02 Feb 2021 Hi everyone, This is Charlie from the Jira Service Management team. I'm pleased to let you know that we have released support for Jira Service Management (JSM) in our Jira Server mobile apps ( Android & iOS ) as part of the Jira Service Management 4.15 release . You’ll need to install the latest version of the Mobile Plugin for Jira from Atlassian Marketplace, or upgrade to Jira Service Management 4.15 or later, which includes the plugin out of the box. We will continue to add further JSM functionality to the apps over the coming months. Kind regards, Charlie Jira Service Management, Server & Data Center

            dmakhno 🐼 (Inactive) added a comment -

            Hi tiago.santos,

            Could you please create a ticket at support and we'll troubleshoot you and your environment issues. "Shake to Feedback" is not suitable for this.

            Dmytro

            dmakhno 🐼 (Inactive) added a comment - Hi  tiago.santos , Could you please create a ticket at  support  and we'll troubleshoot you and your environment issues. "Shake to Feedback" is not suitable for this. Dmytro

            dmakhno 🐼 (Inactive) added a comment -

            Hi tiago.santos,

            Regarding the doc. It should work with JSD 4.5.8 and plugin 3.1+.
            Please check the "Enabling access to Jira Service Desk" section.

            Please let me know if you run into any further problems, if you see it is something specific create a ticket at support. Thank you for giving the Beta a go!

            Dmytro

            dmakhno 🐼 (Inactive) added a comment - Hi tiago.santos , Regarding the doc . It should work with JSD 4.5.8 and plugin 3.1+. Please check the "Enabling access to Jira Service Desk" section. Please let me know if you run into any further problems, if you see it is something specific create a ticket at support . Thank you for giving the Beta a go! Dmytro

            tiago.santos added a comment -

            Hi all,

            In the guide it says this:

            You’ll need to install the Mobile Plugin for Jira version 3.1.0 or later from Atlassian Marketplace, or upgrade to Jira Service Desk 4.12.2 or later, which includes the plugin out of the box.

            I've updated the Mobile Plugin for Jira to version 3.1.0 and it is still not working even though our JIRA Service Desk is on 4.5.8.

            Did I understand the quoted text wrong and this only works for JSD 4.12.2 or later?

            tiago.santos added a comment - Hi all, In the guide it says this: You’ll need to install the  Mobile Plugin for Jira  version 3.1.0 or later from Atlassian Marketplace, or upgrade to Jira Service Desk 4.12.2 or later, which includes the plugin out of the box. I've updated the Mobile Plugin for Jira to version 3.1.0 and it is still not working even though our JIRA Service Desk is on 4.5.8. Did I understand the quoted text wrong and this only works for JSD 4.12.2 or later?

            Wu Hao added a comment -

            Great, it works.

             

            I am looking forward to new features, such as JSD specific fields, or customer portal, searching KB etc...

             

            Hugo Wu

            Wu Hao added a comment - Great, it works.   I am looking forward to new features, such as JSD specific fields, or customer portal, searching KB etc...   Hugo Wu

              cmarriott Charlie Marriott
              4e81381d415c Tim Eddelbüttel
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                Created:
                Updated:
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