• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • Customer Portal
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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.

      Problem Definition

      When providing technical support within an internal technical support environment (such as Desktop support), it is useful to be able to collect an end-user's IP address to allow for quick remote debugging sessions with a Service Desk customer. As service desk customers may not have the technical knowledge to manually gather this information, being able to collect this though JIRA service desk would be a useful addition.

      Suggested Solution

      Collect the IP address of the customer as a special custom field and include it in the request.

          Form Name

            [JSDSERVER-484] Ability to capture IP information when creating issue

            Hi,

            in plugin Extension for JIRA Service Desk there is a post-function to capture IP address. You need just add it on creation step.

             

            Best Regards

            Daniel Bajrak added a comment - Hi, in plugin  Extension for JIRA Service Desk there is a post-function to capture IP address . You need just add it on creation step.   Best Regards

            Clark Sirl added a comment -

            As far as I am concerned, this feature is a staple feature for all service desks. Terrible that it doesn't have it.

            Clark Sirl added a comment - As far as I am concerned, this feature is a staple feature for all service desks. Terrible that it doesn't have it.

            This feature would be incredibly useful for all of my internal IT customers that use JIRA Service Desk. I have been asked for this functionality by each internal IT customer I have worked with, small and large.

            Steven F Behnke added a comment - This feature would be incredibly useful for all of my internal IT customers that use JIRA Service Desk. I have been asked for this functionality by each internal IT customer I have worked with, small and large.

            I am also looking for an ability to capture the client's IP address. Without this, for us the tool is almost un-useable

            Dan Stoodley added a comment - I am also looking for an ability to capture the client's IP address. Without this, for us the tool is almost un-useable

            I will not purchase the JIRA Service Desk until this feature is added.

            Norvik Abdalian added a comment - I will not purchase the JIRA Service Desk until this feature is added.

            This feature would be super useful in our environment.

            We work with computer labs and often we get tickets from students who say "This computer is broken"
            In our old system we had the ability to get the IP Address and track down what "This computer" meant.

            Hopefully this can be added soon!

            Bradley Coudriet added a comment - This feature would be super useful in our environment. We work with computer labs and often we get tickets from students who say "This computer is broken" In our old system we had the ability to get the IP Address and track down what "This computer" meant. Hopefully this can be added soon!

            Tamayi added a comment -

            Perhaps also add the ability to track the browser which the user is using. In an environment where users work in a web based application, this might help with populating the "Environment" field.

            • A button could be added to allow the browser to automatically fill in a few basic details into the environment button.
            • OR this could be setup as a default in some projects, and each issue automatically captures the browser details.

            Tamayi added a comment - Perhaps also add the ability to track the browser which the user is using. In an environment where users work in a web based application, this might help with populating the "Environment" field. A button could be added to allow the browser to automatically fill in a few basic details into the environment button. OR this could be setup as a default in some projects, and each issue automatically captures the browser details.

              Unassigned Unassigned
              gsackett Gary
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                Created:
                Updated: