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  1. Jira Service Management Data Center
  2. JSDSERVER-4295

One service desk project, multiple client SLA's in it, queue filtering per customer

    • 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.

      Hi everyone,

      We are using Zendesk at the time as a helpdesk tool, but would like to change for JIRA service desk as we are already heavilly using JIRA for management and love it.

      Current service desk architecture is overly complex to me as it requires one instance to be created per project.  Managing 100+ clients, this sounds unusable and unmaintainable to me as we would need to make 100 modification everytime we would like to add a request type globally or change something as trivial as our logo.

      Plus, this makes almost impossible to have a quick overview of SLA objectives and Queues status.

      I would suggest having only one service desk in which we could add every customer specific SLA.  Customers would have to be linked to some kind of group so we could filter issues from every companies for reporting

      Or maybe am I missing something?  Current implementation is a blocker for us as it does add considerable complexity and fails to get better reporting and better performance from our agents.

      I really love JIRA and Butbucket and been using them for years and hope to see service desk development reach maturity soon.

      Regards.

            [JSDSERVER-4295] One service desk project, multiple client SLA's in it, queue filtering per customer

            Alex Cooksey (Inactive) made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010403 ] New: JAC Suggestion Workflow 3 [ 3645820 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664229 ] New: JAC Suggestion Workflow [ 3010403 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324093 ] New: Confluence Workflow - Public Facing v4 [ 2664229 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052601 ] New: JSD Suggestion Workflow - TEMP [ 2324093 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048329 ] New: JSD Suggestion Workflow [ 2052601 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1600173 ] New: JSD Suggestion Workflow - TEMP [ 2048329 ]
            jonah (Inactive) made changes -
            Description Original: Hi everyone,

            We are using Zendesk at the time as a helpdesk tool, but would like to change for JIRA service desk as we are already heavilly using JIRA for management and love it.

            Current service desk architecture is overly complex to me as it requires one instance to be created per project.  Managing 100+ clients, this sounds unusable and unmaintainable to me as we would need to make 100 modification everytime we would like to add a request type globally or change something as trivial as our logo.

            Plus, this makes almost impossible to have a quick overview of SLA objectives and Queues status.

            I would suggest having only one service desk in which we could add every customer specific SLA.  Customers would have to be linked to some kind of group so we could filter issues from every companies for reporting

            Or maybe am I missing something?  Current implementation is a blocker for us as it does add considerable complexity and fails to get better reporting and better performance from our agents.

            I really love JIRA and Butbucket and been using them for years and hope to see service desk development reach maturity soon.

            Regards.
            New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4295].
              {panel}

            Hi everyone,

            We are using Zendesk at the time as a helpdesk tool, but would like to change for JIRA service desk as we are already heavilly using JIRA for management and love it.

            Current service desk architecture is overly complex to me as it requires one instance to be created per project.  Managing 100+ clients, this sounds unusable and unmaintainable to me as we would need to make 100 modification everytime we would like to add a request type globally or change something as trivial as our logo.

            Plus, this makes almost impossible to have a quick overview of SLA objectives and Queues status.

            I would suggest having only one service desk in which we could add every customer specific SLA.  Customers would have to be linked to some kind of group so we could filter issues from every companies for reporting

            Or maybe am I missing something?  Current implementation is a blocker for us as it does add considerable complexity and fails to get better reporting and better performance from our agents.

            I really love JIRA and Butbucket and been using them for years and hope to see service desk development reach maturity soon.

            Regards.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-4295 [ JSDCLOUD-4295 ]

              Unassigned Unassigned
              42c2ea3bcd43 Bruno Caillé
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              2 Vote for this issue
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              2 Start watching this issue

                Created:
                Updated:
                Resolved: