Hi everyone,

JIRA Service Desk 3.2 has been released and this feature is included in version 3.2. More details can be found in the release notes: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-2-x-release-notes-830281732.html.

Cheers,
Lingbo
JIRA Service Desk team

Is there any news on when this is being implemented?
We currently have jira core/service desk/software/and many other add-ons, and are about to upgrade from 25-50 users.
HOWEVER, if this is not going to be included, we may start to look at alternatives as this is something that has been awful since day 1.
For a start off, we are a UK site, and there is no icon for purchasing as the only image close is a dollar sign!!
Ridiculous.

We're also interested in having this feature for our server installation

Any news on the timeline for server users on this one? I know it's been live in the cloud for about 3 months.

Thanks!

As some of you have noted, this feature has been shipped to Cloud earlier this week, and in general, we do ship to Cloud first - and this is something we will continue to do - as there are far fewer permutations to test and QA on our Cloud infrastructure. It's not that we don't want to provide the functionality to server customers, rather, we want to provide the capabilities as soon as they are ready - and in general they are ready for Cloud much sooner than Server. We don't have an ETA for the next server release but historically major feature releases for server are built every 3-5 months.  

Cheers,Lingbo

This is also mission critical for us. Any ETA for server customers would be greatly appreciated.

Any ETA for Server customers? This is mission critical for us, our VP took one look at our customer portal and said "Those icons have got to go."

Hey everyone, 

I thought I'd post a quick update on this one. We started rolling this out to a small number of Cloud customers and you should all get it soon if you are using the Cloud version.  

Thanks for sharing your experience! 

--Lingbo from JIRA Service Desk

Valerie, right it could be something of that nature as well (also in software running an engineering team for a IT research think tank) so we have similar issues to solve. I have created a ticket with Atlassian to get to the bottom of it, once I have some clarity I can share here. thanks for your help!

@Aaron Yeah that is totally weird. There is no JSD Labs option, so I'm not getting test features. It's possible, since I just noticed this this morning, that Atlassian's release last night hasn't reached all servers yet; that within 24 hours they'll be flushed. I work in Software. For example, when we release a version we have to pay boodles to Akamai to flush the servers if we want all customers to have the release at the same time. We pay Akamai boodles to serve our apps fast by storing local versions in global regions that are remote to our location. Within usually 24 hours, our release hits those servers and refreshes them. Until then, those local to those remote servers are on our last version. For several thousand dollars, Akamai will dump all global servers and refresh with our release. We do that when we have a big bang release, one that we advertise in advance to customers and for which we have a promo go live on the web site upon release. Otherwise, customers get the new version when they get it. Then again, it could be an entirely other reason.

Ok so that is very odd then, why would you have an custom icon upload but I would not if we are on the same JIRA version and SD set up? Asking rhetorically off course, don't fully expect you to have that answer.

@Aaron, we're as you are - you can't run SD without JIRA .

Interesting Valerie, so you are not on JIRA with SD as an add-on but rather just SD cloud? I see in my instance I am also on SD 3.2.0 but I am on the bundled platform with software and agile as well. Could be they haven't rolled it out for the bundled instances yet?

Hey guys.. please stop spamming
u know its normal that atlassian sometimes ship features even before early beta to the cloud... also happend with new lucene version in confluence before... only funny fact is that this ticket is not updated from Atlassian.. but just wait .. u will see...

I'm in the same location as you are Aaron. See to the right of my screenshot. JSD Cloud is on 3.2.0

Is there a way for you to tell us what version of JSD you're running on cloud? Maybe you're using something unreleased for server users.

Thanks Valerie but that doesnt quite help. What button or UI did you use to get that modal to pop up? When I click an icon next to a request type to change it I only get the static ones, I don't get a view like your recent attachment with a browse for local option. I am on JIRA Cloud with SD and Agile running version: 7.2.0-OD-02-009

Seems like this feature is probably slated for the next update of JSD. That's great news.

Valerie, can you tell us where you found the place to upload the custom icon, making it usable on the request type creation screen? When I am on the screen to choose an icon i only hav the pre defined ones with no UI to upload a new one.

LOL Awesome! I want that Cow.

This morning I saw I could add a custom icon

PS I'm on JSD Cloud

2 and a half years for getting such a basic feature implemented is making me revisit my choice of choosing JSD over another platform for our customer-facing support. The list of implementation issues I have getting even a basic service desk running at an acceptable level is starting to get critical.

@David Maloney,

I'm sorry to hear that.
We have "just" switched over to Service desk from at very outdated JIRA instance, a few months ago.
I'm finally getting a hang of all the functions and how they work - Automation - SLA - Workflows etc.
But it also means I now start to see the limitations. Although this is not a very important issue for the customers, would help making the customer portal at bit more "us" as appose to the standard Service desk portal.

Well, fingers crossed that Atlassian will work a bit on their communication and keep us updated on cases like this.

@Benjamin Dahlerup "Any news on this? I can't find a new comment from an Atlassian employee."

Get used to it... you will be very hard pressed to find a useful comment from Atlassian in their own service desk.

They already have the required functionality in the Avatar portion of their software, but they are just sitting on this issue. No one from Atlassian will even comment on why this (and so many other "duplicate" issues) has been open since 2013 with no real progress.

I used to get the email updates on this and other open issues and see people complaining about Atlassian not caring about the community and think they were just upset with the product. Now I can understand their frustration.

We have now made some really nice icons for the different issue types, but they are all internal for your agents to see.
It would be so awesome if the same icons could be add to the request type, so your customers would see these icons.

Any news on this? I can't find a new comment from an Atlassian employee.

This would be SO welcome. We are trialing Service Desk and I just went to upload our own icons for the demo I'm going to do to our IT team next week and was very surprised to discover we can't. Really disappointing, I had great visions of wowing them with the interface.

It is hard to implement because these icons are actually characters from U+E000..U+E027 range displayed using ::before CSS pseudo-class. The trick is to use custom font defined in style sheet.

It would be great if this feature works just like the Avatar option which you can upload your own icons!

Please add this feature to both 2.x and 3.x versions of Service Desk

I spoke with some people at Summit about this, and it's definitely in the works. ETA was "a couple of months"

This request is over two years old. Atlassian doesn't seem to care about JSD.

Things are very hopeful David! I saw a few screenshots that indicate this is actually in the works!

Can someone from Atlassian actually update this request?
There seems to be no reason that custom icons could not be chosen for this field. The ability to chose custom icons exists in many other places in this product so why are we being given the run around for 2+ years on this? The only real response so far is that there is already a "Relatively large selection", In who's eyes are 40 icons a relatively large selection? Especially when half of them like the taxi and airplane and the sofa have nothing to do with the industry for which the product was initially designed?

This is even worse given that the new JIRA Service Desk 3.0 is designed to be used stand alone and not just focused on dev teams, how are the icons available suitable for all situation in which this product might be deployed?

Couldn't agree more with the previous comment

We are just customizing our Jira instance and it is incredible how inconsistent Jira is.

• Priority levels you can not upload an icon, but you can use relative jira path url (whatever that mean in our cloud instance). Luckily you can link any external image via an URL so we can nicely use svg files
• Issue types you have to upload image but it takes only JPG, PNG and GIF so you can forget about the SVG there
• Service desk is the newest approach so here you can't change it at all
• I have few dozens more ...

For whoever who wants to show the JIRA to customers and outside world is this kind of customization Prio1 (including color scheme, ability to use markup in all portal customization labels not just in lucky ones, etc.) - I would say even more important as for example ability for customers to resolve issues from the customer portal

Well let's wait, vote and hope until someone at Atlassian understands that JIRA is not any more just for dummy coders and these things really matter and spending one sprint on these cosmetics will make thousands of people happy and not ashamed when they want to show or publish what runs on the Atlassian stack

I agree, it would be great if there was this level of customisation. Please add!

This issue has ben open for 2 years already?
Seriously?

Customizing the icons was the very first thing i wanted to do when setting up our service desk.
The standard icons don't really match our needs.

Please add this feature.

Uploading custom icons would be great, but lacking that, I'd like the option to not use a request icon. The preset icons are irrelevant to most of our request types. I'd like to help our users with a visual clue to find the appropriate request type, but I'm now forced to decide which icon would be least confusing.

Really guys?

I think you have your priorities a bit warped - you lock down something as trivial as this yet leave other stuff wide open to customization.

The more I'm using it - the more I wished I hadn't opted for the system.

Many, many "obvious" features/functionality are missing from Atlassian products. After a decade, you'd think they would not have their head in the sand, but....this was my last straw to drive me to post. After setting up a new instance, I cannot believe how counter-intuitive, and lacking of basic start-up confounded me. Just to get started, there are many, many issues that must be addressed, just to use Atlassian-provided basic functionality.
I've started a log/help page of the issues for my internal group to not do the same research over and over needlessly.

Just because Atlassian started in the IT space, and had an "in" crowd of dedicated customers, doesn't mean you can expect all new customers to accommodate to your (limited) vision. My guess, is that this non-ability to select external icons is actually a forced restriction, since icons can be uploaded in so many other places within JIRA/Confluence, so there is obviously an object manager code set to handle page/object specific associations.

Don't get me started..what about a language default for new users? Calendar...

Atlassian solve this: it would take a minor amount of effort. (You already have the code, just need to connect the logic).
And then we can work on the dozen or so issues, like screen field descriptions not matching help documentation, and lack of links from page to page, for key words. Isn't the documentation based on Wiki concepts? Aren't links a basic navigation concept? I feel like I'm still using the Tinker Toy version.

Ethan Foulkes +10

This seems so obvious I'm amazed it's not built in yet. No matter how many default ones are added I'm always going to want to find my own sometimes...

+1

edwin@atlassian.com

I would like to find out what type of icons you would like to use for your request types? Are there particular concepts that are not currently being covered by the out of the box set?

We have the following request types (found an icon – no suitable icon )

• Replace workplace technology
• Replace the print cartridge
• Create directory
• Create mailbox
• Patch of infrastructure components
• Report fault or error
• IT support
• Password reset
• Importing data
• Exporting data
• Delete requests
• Unlock account
• and we have many more request types without an suitable icon

The point is, that we also need the ability to set custom icons. Please provide an upload option and define some requirements for the icons (file format, size, etc.).

If someone does not follow your style guide to create icons, then it's not your fault.

+1

I would love to see the ability to make your own request icons

I agree, our customers ask us to use their project icons.

I agree with the comment above. It would be nice to show our own products

I am using Service Desk as a customer-facing helpdesk system. The request types map to each of our products. I would like to use our product icons as request type icons.

The problem for me with the "pre-canned" icons is that they are very generic towards an "IT Helpdesk" with no customization for any other type of desk. I am trying to stand up a service desk for Engineering Lab support and most of the 40 icons do not apply to anything we are doing.

I have a need for the very common "recycle" logo which I attached. I chose this icon because it is universally recognized as the symbol for recycling which my company uses to indicate electronics waste disposal, because it is really recycled. The closest icon is the Green circular arrows but that's what we use for "Asset Transfer" requests so it doesn't make sense to use the same icon for completely different request types.

I have a need for a simple icon of a microscope for soldering requests. This would be easily recognizable by our engineers.

There is really only 1 icon usable for repair requests, that is the wrench, but it would be nice to distinguish the request type by the technology of the system that needs repair with an industry standard logo pertaining to that tech because differently technologies are handled by different teams.

I wanted an icon that represented "noise" for a specific request where engineers could report an unmanaged interference in a radio lab. The closest thing is the antenna, but that is for requesting WIFI access and it seems conflicting to use it for an access request AND to report interference. This would be better.

There is no good icon for representing a request for Testing. A check mark would be the best for this and that's not available.

There is no good icon for representing a PCB request. A simple PCB graphic would be best for this.

We have a specific request for static IP addresses for test systems and a simple RJ45 icon would be best.

A warehouse icon would be handy for our equipment depot requests.

We have mechanical design engineers that get requests to make cad drawings for protoypes. Something like this would be good.