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

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

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    Description

      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

       

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              cmarriott Charlie Marriott
              4e81381d415c Tim Eddelbuettel
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