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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

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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.

      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

            Charlie Marriott added a comment -
            Atlassian Update – 1 March 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 – 1 March 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

            rafaelnsbrazcubas added a comment -

            There is already a way to have on Service Desk Cloud some of this features.

            You can group customers inside organizations, then you can make SLAs for organizations, thus allowing you to have customer specific SLAs on a single project.

            The SLA portion can be seen here: https://confluence.atlassian.com/jirakb/how-to-implement-slas-by-company-organization-or-client-777027032.html

            The Organization portion can be seen here: https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html

            I only miss a better way to bulk manage customers.

            rafaelnsbrazcubas added a comment - There is already a way to have on Service Desk Cloud some of this features. You can group customers inside organizations, then you can make SLAs for organizations, thus allowing you to have customer specific SLAs on a single project. The SLA portion can be seen here: https://confluence.atlassian.com/jirakb/how-to-implement-slas-by-company-organization-or-client-777027032.html The Organization portion can be seen here: https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html I only miss a better way to bulk manage customers.

              Unassigned Unassigned
              42c2ea3bcd43 Bruno Caillé
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