• 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.

      Update as of 3 Jan 2017

      Hello Server customers,

      Great news - Customer organization is now available on server! To find out more about this feature, check out our documentation here.

      On behalf of the JSD team I want to thank all of you for your patience. Your comments, feedback and interviews have all formed the feature update we release today.

      — JIRA Service Desk Team

      Update as of 7th Nov

      Hi all,

      Thanks for all your comments, as mentioned in the other ticket (--JSD-270--) this feature is indeed coming to JSD Server in the next major release. We typically have a major server release very 3-5 months and our last major server release (3.2) was in August so it should be available soon.

      The feature will be identical to the one available on cloud right now and I will provide an update again when the server release is out.

      Thanks,
      JIRA Service Desk team

       

      --JSD-270-- introduced customer organizations to cloud. This is a suggestion to add customer organizations to the server version of JIRA Service Desk.

      This suggestion is also known as "Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal" as well as "Customer Groups" or "Grouping Customers"

            [JSDSERVER-4390] Add Customer Organizations to JIRA Service Desk Server

            My customers still can´t see all the tickets. 

            What can I do?

             

            Blanca Navarro added a comment - My customers still can´t see all the tickets.  What can I do?  

            Radosław Klocek added a comment - - edited

            I can update to JIRA Software 7.2.7 only.

            Should update manually to 7.3?

            Radosław Klocek added a comment - - edited I can update to JIRA Software 7.2.7 only. Should update manually to 7.3?

            No, but have you updated JIRA Software to 7.3?

            Deleted Account (Inactive) added a comment - No, but have you updated JIRA Software to 7.3?

            Radosław Klocek added a comment - - edited

            On page 

            Versions & licenses

            in JIRA Software

            I see:

            JIRA Core 7.2.1

            Paste license

            Add JIRA Core users 
            Should I paste JIRA Softwere license?

            Radosław Klocek added a comment - - edited On page  Versions & licenses in JIRA Software I see: JIRA Core 7.2.1 Paste license Add JIRA Core users  Should I paste JIRA Softwere license?

            Jira Software = JIRA Core + additional features, so if you have Software (and/or Service Desk) you also have Core.

            Deleted Account (Inactive) added a comment - Jira Software = JIRA Core + additional features, so if you have Software (and/or Service Desk) you also have Core.

            We've bought self-hosted licenses for JIRA Service Desk and JIRA Software.

            You say that if we want to upgrade to higher versions of this, we have to buy JIRA Core???

            Radosław Klocek added a comment - We've bought self-hosted licenses for JIRA Service Desk and JIRA Software. You say that if we want to upgrade to higher versions of this, we have to buy JIRA Core???

            To update JIRA Service Desk to 3.3, you need to update JIRA Core to 7.3.

            Tim Eddelbüttel added a comment - To update JIRA Service Desk to 3.3, you need to update JIRA Core to 7.3.

            Hi Tim, thanks again for your response. Unfortunately, I don't see the update under applications. JIRA is still showing "update to 3.2.7". Is 3.3.0 just appearing when we updated from 3.2.6 to 3.2.7?

            Eric Schwab added a comment - Hi Tim, thanks again for your response. Unfortunately, I don't see the update under applications. JIRA is still showing "update to 3.2.7". Is 3.3.0 just appearing when we updated from 3.2.6 to 3.2.7?

            Where can you see that it will be released this week?

            Eric Schwab added a comment - Where can you see that it will be released this week?

            Tim Eddelbüttel added a comment - - edited

            Tim Eddelbüttel added a comment - - edited Released 3 January 2017: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-3-x-release-notes-861178652.html

            This is a very interesting question for us as well. Please comment.

            Eric Schwab added a comment - This is a very interesting question for us as well. Please comment.

            When will 3.3 be released?

             

             

            Kevin Breheny added a comment - When will 3.3 be released?    

            I've been playing with the EAP of this, and the method for adding customers to an organisation is extremely laborious. There doesn't seem to be a way to bulk add all customers with @organisation.com to an organisation, you have to add them manually - and it doesn't even autocomplete!

            Are there any plans to include a bulk edit feature so you don't have to spend hours manually adding potentially hundreds of customers to each organisation?

            Cheers

            Luca Sokoll added a comment - I've been playing with the EAP of this, and the method for adding customers to an organisation is extremely laborious. There doesn't seem to be a way to bulk add all customers with @organisation.com to an organisation, you have to add them manually - and it doesn't even autocomplete! Are there any plans to include a bulk edit feature so you don't have to spend hours manually adding potentially hundreds of customers to each organisation? Cheers

            Just in case this thread haven't seen it already, JIRA Service Desk 3.3 has gone from EAP4 to RC02 (4th Dec)

            https://developer.atlassian.com/jiradev/latest-updates/jira-eap-releases/jira-7-3-eap-release-notes/jira-service-desk-3-3-release-candidate-rc02-release-notes

            Here's hoping that 3.3 is released before Christmas, as it's currently a blocker for our entire JIRA implementation. C'mon Atlassian

            PS. Someone forgot to update the release date on the release notes, it reads "xx December 2016" currently.

            Justin Freeman added a comment - Just in case this thread haven't seen it already, JIRA Service Desk 3.3 has gone from EAP4 to RC02 (4th Dec) https://developer.atlassian.com/jiradev/latest-updates/jira-eap-releases/jira-7-3-eap-release-notes/jira-service-desk-3-3-release-candidate-rc02-release-notes Here's hoping that 3.3 is released before Christmas, as it's currently a blocker for our entire JIRA implementation. C'mon Atlassian PS. Someone forgot to update the release date on the release notes, it reads "xx December 2016" currently.

            Harry added a comment -

            When is this going to be available for Server?

             

            I am awaiting this before going live with JIRA Service Desk. The final excruciating step

            Harry added a comment - When is this going to be available for Server?   I am awaiting this before going live with JIRA Service Desk. The final excruciating step

            lgres added a comment -

            i'm wondering too : when this 3.3.0 version will be ready all customers ?

            lgres added a comment - i'm wondering too : when this 3.3.0 version will be ready all customers ?

            when this 3.3.0 version will be ready all customers ?

            many of my customers are asking visibility about this feature release

             

            Damien (darwyn) added a comment - when this 3.3.0 version will be ready all customers ? many of my customers are asking visibility about this feature release  

            @Neil, see Vincent's comment 4 days ago.

            Suzanne Seaton added a comment - @Neil, see Vincent's comment 4 days ago.

            Neil added a comment -

            let me guess - you don't have a schedule - even down to quarter years - for the release of JSD-270 / this?

            Agile indeed.

            Neil added a comment - let me guess - you don't have a schedule - even down to quarter years - for the release of JSD-270  / this? Agile indeed.

            CloudL added a comment -

            Looking forward for this. It will save a lot of headaches and money in the future. Please release it as soon as you can!

             

            CloudL added a comment - Looking forward for this. It will save a lot of headaches and money in the future. Please release it as soon as you can!  

            @vwong@atlassian.com / @Atlassian ,

            Thanks for the update .

            We are expecting this feature & eagerly waiting for the next major release date announcement

             

             

             

            Vijay Sridhar added a comment - @ vwong@atlassian.com / @Atlassian , Thanks for the update . We are expecting this feature & eagerly waiting for the next major release date announcement      

            vwong added a comment - - edited

            Hi all,

            Thanks for all your comments, as mentioned in the other ticket (--JSD-270--) this feature is indeed coming to JSD Server in the next major release. We typically have a major server release very 3-5 months and our last major server release (3.2) was in August so it should be available soon.

            The feature will be identical to the one available on cloud right now and I will provide an update again when the server release is out.

            Thanks,
            JIRA Service Desk team

            vwong added a comment - - edited Hi all, Thanks for all your comments, as mentioned in the other ticket (-- JSD-270 --) this feature is indeed coming to JSD Server in the next major release. We typically have a major server release very 3-5 months and our last major server release (3.2) was in August so it should be available soon. The feature will be identical to the one available on cloud right now and I will provide an update again when the server release is out. Thanks, JIRA Service Desk team

            +1

            Michael Green added a comment - +1

            +1111 ,

            hope Atlassian provide update on this , this is creating huge manual work for service Desk Agent to add participant ,

            now our customers are creating ticket to add participants,

            Vijay Sridhar added a comment - +1111 , hope Atlassian provide update on this , this is creating huge manual work for service Desk Agent to add participant , now our customers are creating ticket to add participants,

            Any update on this guys? We need this function on our JIRA!

            Facundo Gomez added a comment - Any update on this guys? We need this function on our JIRA!

            So far, we love the Atlassian tools that we use. Unfortunately, we absolutely need this capability. We deal with extremely large organizations, where a different user from the one that entered the original ticket needs to see the status, but only for their organization.

            Supposedly there is an add-on that can do this, but I don't want to spend the extra money for a capability that is supposed to be coming out soon anyway (that is so long as "soon" means in the next month or so).

            I would love to see this in a Minor Release now, or get an ETA on "A Major Release"

            Devin Dickens added a comment - So far, we love the Atlassian tools that we use. Unfortunately, we absolutely need this capability. We deal with extremely large organizations, where a different user from the one that entered the original ticket needs to see the status, but only for their organization. Supposedly there is an add-on that can do this, but I don't want to spend the extra money for a capability that is supposed to be coming out soon anyway (that is so long as "soon" means in the next month or so). I would love to see this in a Minor Release now, or get an ETA on "A Major Release"

            I'm surprised that you have created a customer service desk without organization support at all. All companies that have company customers have more than one user pr company. All those users share a lot of meta data - like company name, office address, license information, and so on. These meta data's do not belong on each user, but on the organization level. Without this functionality we are not able to track any statistics regarding the different companies.

            Jo-André Lia added a comment - I'm surprised that you have created a customer service desk without organization support at all. All companies that have company customers have more than one user pr company. All those users share a lot of meta data - like company name, office address, license information, and so on. These meta data's do not belong on each user, but on the organization level. Without this functionality we are not able to track any statistics regarding the different companies.

            Matthew added a comment -

            Also disappointed that this has not been made available in the server version yet, after watching JSD-270 for so long. We have many customers waiting for this functionality. Would appreciate confirmation on a time frame for this much needed feature.

            Matthew added a comment - Also disappointed that this has not been made available in the server version yet, after watching JSD-270 for so long. We have many customers waiting for this functionality. Would appreciate confirmation on a time frame for this much needed feature.

            Hi Team,

            Great news on getting the Cloud version to work, but way to screw over all your server users who have been holding out for this issue to be resolved.

            Your workflow for this issue needs some serious attention as it provides us all with no information what so ever.

            Quite frankly you need to have a long, hard, look at your customer service capabilities going forth. If you are going to offer a sub-par service for server subscribers, the license fee should be at a discount to that of cloud based. I feel cheated right now and am questioning on going use of any Atlassian products. 

            Timothy Yates added a comment - Hi Team, Great news on getting the Cloud version to work, but way to screw over all your server users who have been holding out for this issue to be resolved. Your workflow for this issue needs some serious attention as it provides us all with no information what so ever. Quite frankly you need to have a long, hard, look at your customer service capabilities going forth. If you are going to offer a sub-par service for server subscribers, the license fee should be at a discount to that of cloud based. I feel cheated right now and am questioning on going use of any Atlassian products. 

            Hi All,

            Per the update from our JIRA Service Desk Team on JSD-270, Customer organizations will be available to server in a future major server release. When that happens this suggestion will be marked done.

            This suggestion was created so that we have an open issue tracking adding this feature to server.

            Cheers!
            Tim | Atlassian (JIRA Server Support)

            Tim Evans (Inactive) added a comment - Hi All, Per the update from our JIRA Service Desk Team on JSD-270 , Customer organizations will be available to server in a future major server release. When that happens this suggestion will be marked done. This suggestion was created so that we have an open issue tracking adding this feature to server. Cheers! Tim | Atlassian (JIRA Server Support)

            richard miller added a comment - - edited

            According to this article, server version is due for release by the end of the year.
            http://www.enterpriseappstoday.com/crm/jira-service-desk-broadens-customer-support-horizons.html

            "The new features are now available in the JIRA Service Desk Cloud software and will become available to on-premise software customers by the end of this year, Suri said. The price of JIRA Service Desk will not increase."

            we too need this functionality for not only operations but to prevent us from looking elsewhere for a solution........

            richard miller added a comment - - edited According to this article, server version is due for release by the end of the year. http://www.enterpriseappstoday.com/crm/jira-service-desk-broadens-customer-support-horizons.html "The new features are now available in the JIRA Service Desk Cloud software and will become available to on-premise software customers by the end of this year, Suri said. The price of JIRA Service Desk will not increase." we too need this functionality for not only operations but to prevent us from looking elsewhere for a solution........

            Vijay Sridhar added a comment - - edited

            Hi ,

            As per JSD270 in next major SD release This function "Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal" will be available , now in this new ticket it is mentioned has suggestion for server release  ?

            we require this feature badly , as we purchased the license based on confirmation that this feature will be available in next major release !

            Vijay Sridhar added a comment - - edited Hi , As per JSD270 in next major SD release This function "Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal" will be available , now in this new ticket it is mentioned has suggestion for server release  ? we require this feature badly , as we purchased the license based on confirmation that this feature will be available in next major release !

            Hello,

            you mean seriosly that this is "suggestion to add customer organizations to the server version..."? Every second person was talking about server in JSD-270. It has 1337 votes...and now you make new ticket...You know what I mean...

            I hope that server version with this will come soon.
            Regards
            Peter

            Peter Chovanak added a comment - Hello, you mean seriosly that this is "suggestion to add customer organizations to the server version..."? Every second person was talking about server in JSD-270 . It has 1337 votes...and now you make new ticket...You know what I mean... I hope that server version with this will come soon. Regards Peter

            Hi Tim,

            Can you confirm if this is in progress?

            I am correct in thinking it is scheduled for release in JIRA Core Server 7.3?

            Regards
            Bruce

            Bruce Melvin added a comment - Hi Tim, Can you confirm if this is in progress? I am correct in thinking it is scheduled for release in JIRA Core Server 7.3? Regards Bruce

            I'd imagine, since the "aha"-experience that companies actually want to use SD not only internally but externally, this should be a no-brainer?

            I.e not a type suggestion but a type task?

            Olof Soldatic added a comment - I'd imagine, since the "aha"-experience that companies actually want to use SD not only internally but externally, this should be a no-brainer? I.e not a type suggestion but a type task?

            Hi,

            This ticket seems to be open (not being worked on)? I assumed after delivering the solution to the cloud it was just to continue with the server version. Is this not the case? If so should this not be in progress?

            BR
            James

            James Harper added a comment - Hi, This ticket seems to be open (not being worked on)? I assumed after delivering the solution to the cloud it was just to continue with the server version. Is this not the case? If so should this not be in progress? BR James

            Any tentative date for this release? We need this feature badly as our customers are really frustrated because of this gap.

            OLIVER CAPALAD added a comment - Any tentative date for this release? We need this feature badly as our customers are really frustrated because of this gap.

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              tevans Tim Evans (Inactive)
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