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  1. Jira Service Management Data Center
  2. JSDSERVER-301

Ability to view JIRA tickets Assigned to me but not original reported in Service Desk

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Customer Portal
    • None
    • 0
    • 3
    • 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.

      I want my customers to use Service Desk only to manage their Tickets, however, if a ticket is assigned to them and they were not the original Reporter, they do not see the tickets to Service Desk. This means that they cannot use Service Desk but must use either Customer Portal or full JIRA to respond to these tickets. This can get confusing as the user experience is significantly different, all the way down to the attribute labels.

      It would be very helpful if Service Desk interface had the ability to show Tickets that the current user is either the "Requestor" or "Assigned to" that way they only have to use a single view of JIRA.

          Form Name

            [JSDSERVER-301] Ability to view JIRA tickets Assigned to me but not original reported in Service Desk

            Charlie Marriott added a comment -
            Atlassian Update – 19 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Hailin Zhang added a comment -

            We need this function as well as our tickets need manager's approval but without granting manager JSD agent access, they have to go to portal to add comment to approve ticket. The issue is they cannot easily find tickets assigned to them unless we provide full URL.

            Hailin Zhang added a comment - We need this function as well as our tickets need manager's approval but without granting manager JSD agent access, they have to go to portal to add comment to approve ticket. The issue is they cannot easily find tickets assigned to them unless we provide full URL.

            boleary added a comment -

            Without this functionality, how do users of JSD see requests that they make over the phone (and are added by an agent with them as a reporter)?

            boleary added a comment - Without this functionality, how do users of JSD see requests that they make over the phone (and are added by an agent with them as a reporter)?

            Jeff Kozloff added a comment -

            This is related to the request of forcing users to only be able to access JIRA through the Service Desk interface only.

            Jeff Kozloff added a comment - This is related to the request of forcing users to only be able to access JIRA through the Service Desk interface only.

              Unassigned Unassigned
              jeff.kozloff Jeff Kozloff
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              8 Vote for this issue
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: