Situation

• use JIRA-Server for projects
• use JIRA Service Desk for central processes, IT operations, requests, etc.
• Users learn about JIRA and grow out of only using the portal
• JIRA users have a frustrating user experience as service desk customers / complain
• As we use Service Desk internally, I have to buy every license twice: JIRA + Agent

Problem

• JIRA users (as customers) need to use the portal to create requests
• JIRA users (as customers) need to use the portal to view their own requests, which breaks the UI / user experience. Need to see all tickets within one gui.
• JIRA users (as customers) can not modify their own requests.
• issue security can not use service desk fields (request participant), need automation plugin to sync values to custom fields (...)
• granting JIRA users (as customers) view permission in Service Desks makes them see internal comments by the agents / ops team and breaks confidentiality. Comment restictions are not available in SD. This is a show stopper for us.

Workaround

• Abandon Service Desk and try to implement features in vanilla JIRA / Confluence + Forms. Reinvent the wheel.

Suggestion

• Please improve the integration between SD and JIRA fields (issue security, etc.)
• Please allow JIRA users to view and create their Service Desk Tickets using regular JIRA methods
• Please allow JIRA users to modify their own Service Desk tickets
• Please implement JIRA's comment restrictions, so that JIRA users do not see internal comments from the agents
• Maybe find a suitable licensing scheme which involves (already licesed) JIRA users somehow

Thank you very much.

Best regards,

Martin